Statement of Strategy - English (Text Version)

Appendix

Summary of Indicative KPIs

High Level Goal 1:

We will deliver a high quality service to our clients that is efficient, easily accessible, and that produces clear and fair decisions. (Supporting actions are shown in brackets)

KPIs relating to Actions supporting (1.1) (Make it easy for clients to do business with us)

Degree of compliance with National Disability Authority Guidelines (physical access
Number of information leaflets published in languages other than English or Irish (responding to diversity)
Extent to which obligations have been met under the Official Languages Act, 2003 (service through Irish)
Range of changes; frequency of updates; feedback from users (website improvements
Case number targets; case quality reviews; case progress reviews; feedback from clients; number of complaints about service (case/project management effectiveness)
Extent to which all sections are adequately staffed during opening hours; number of communications received (use of phone, letter, email, website)

KPIs relating to Actions supporting (1.2) (Tell clients what they can expect)

Range and frequency of client surveys and changes effected (additional client feedback mechanisms)
Number of awareness surveys; number of initiatives taken (assessing and increasing awareness)
Case quality reviews (giving clients information on how their case will progress)
Number and frequency of case reviews at all grade levels; case quality reviews (effective case reviews; keeping clients informed of progress)
Number of complaints from switch and clients, staff cover in sections during opening hours, number of Corporate Services - Support Unit meetings (telephone enquiries from clients)

KPIs relating to Actions supporting (1.3) (Clear and fair decisions)

Case quality reviews; number of comebacks from clients (plain English; reasons for decisions; taking account of relevant facts)

High Level Goal 2:

We will work with the public bodies and institutions within our remit to support them in achieving and maintaining the highest standards in their interactions with individual service users. (Supporting actions are shown in brackets)

KPIs relating to Actions supporting (2.1) (Working arrangements with public bodies)

Number of meetings with (or letters to) public bodies about liaison arrangements (liaison arrangements)
Number of presentations to public bodies (explaining the Office's requirements)

KPIs relating to Actions supporting (2.2) (Feedback on performance to public bodies)

Number of meetings with (or letters to) public bodies about their performance in meeting our requirements (degree of co-operation)
Number of meetings with (or reports issued to) public bodies about their performance over a specified period in dealing with complaints, requests, etc. (learning from recommendations, decisions etc of the Office)

High Level Goal 3:

We will commit the experience and authority of the Office to serve civil society and , working together with those institutions and public bodies falling within our remit, we will seek to ensure that the public interest is properly served. (Supporting actions are shown in brackets)

KPIs relating to Actions supporting (3.1) (Supporting the Oireachtas)

Number of submissions to, or appearances before, Oireachtas Committees and evaluation of outcome (Oireachtas Committees)
Number of briefing sessions with public representatives; number of approaches received from them on behalf of constituents (engaging with public representatives)

KPIs relating to Actions supporting (3.2) (Contributing to emerging aspects of public policy)

Number of submissions made in relation to legislation and evaluation of outcome (legislation of relevance to the Office)
Number of speeches delivered, articles published and evaluation of outcome (promoting the contribution of the Office in public policy debate)

KPIs relating to Actions supporting (3.3) (Contributing to debate in civil society)

Number of special reports published and evaluation of outcome (special reports on aspects of our functions)
Number of speeches delivered, articles published and evaluation of outcome (promoting the contribution of the Office to debate in civil society)
Number of press releases issued, articles published; degree of media interest, effect on demand for Office's services (interacting with the media to promote the Office)

High Level Goal 4:

We will develop as a best practice organisation operating to the highest standards in the delivery of our services. (Supporting actions are shown in brackets)

KPIs relating to Actions supporting (4.1) (Developing the skills and confidence of our staff)

Percentage of budget spent on training; number of training days delivered and evaluated through PMDS; other established indicators of training effectiveness (training and development of staff)
Training, coaching and competency development though PMDS (developing leadership competencies)
Extent to which staff are creative problem solvers, self reliant with delegated powers; evaluate through PMDS reviews of performance and upward feedback (encouraging innovation)
Periodic reports by each MAC member outlining the linkage between the section business plan, individual role profiles, the suite of competencies and the training and development plan (developing the link between individual and organisational performance)

KPIs relating to Actions supporting (4.2) (Reviewing and developing business processes)

Range and frequency of statistical reports; case targets and key deliverables specified under PMDS (developing performance management processes to monitor work outputs)
Extent to which outputs against targets are delivered under PMDS; formulation and delivery of training and development plans under PMDS (developing staff skills and competencies to support core business processes)
Number of procedures manuals identified for review and updated (review procedures manuals)
Extent to which records management systems have been reviewed and updated (review and improve record management systems)

KPIs relating to Actions supporting (4.3) (Developing technology supports to deliver a high quality service)

Range of changes; frequency of updates; feedback from users (making websites more client friendly)
Specify on-line service elements and track progress in development (on-line service for clients)
Specify improvements and track progress in implementation and evaluate effectiveness (improving electronic business processes to enhance client - Office communication)
Specify improvements and track progress in implementation and evaluate effectiveness (develop IT systems to provide improved support for case/project management procedures)

KPIs relating to Actions supporting (4.4) (Developing "benchmarks" to test organisational performance)

Range and frequency of client surveys and changes effected (developing structured feedback mechanisms)
Comprehensive reports delivered on time and approved by the Verification Group (reports to the Performance Verification Group under Sustaining Progress)
Number of benchmark organisations identified, range of data collected and analysed and conclusions drawn (identifying appropriate benchmark organisations against which to monitor organisational performance)

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