- Id
- 0503
- Title
- Contract management KPIs, ePortfolio (supported) Route KPIs,
- Description
- KPI 1: Monthly KPI pack and contract performance reporting timeliness
Objective: Ensure timely and complete contract performance reporting to support effective governance and decision-making.
Measurement criteria: Percentage of monthly KPI packs and associated performance reports submitted by the agreed submission date.
Reporting frequency: Monthly
KPI 2: Risk/issue/action log currency
Objective: Maintain accurate, current operational governance records to support control and auditability.
Measurement criteria: Percentage of weeks in which risk log, issue log, and action log are updated and shared in advance of the weekly operational meeting.
Reporting frequency: Monthly (with weekly internal tracking)
ePortfolio (supported) Route KPIs
KPI 3: Timeliness of end-to-end application processing
Objective: Ensure timely access for practitioners and employers by processing applications within agreed route timelines while maintaining quality and governance.
Measurement criteria: Percentage of applications progressed through the end-to-end workflow within the agreed timescales for each stage (as defined in Centre standard operating procedures for the cohort).
KPI 4: Applicant timeline adherence (12-month submission window monitoring)
Objective: Ensure route timelines are adhered to, including monitoring and managing applicants submitting within the required 12-month timeframe (where applicable) in line with Centre standard operating procedures.
Measurement criteria: Percentage of applicants receiving timely prompts/escalations and accurate tracking against the 12-month requirement.
KPI 5: Accuracy, completeness, and auditability of assessment and moderation records
Objective: Ensure all assessment, moderation, and QA records are complete, accurate, and auditable to support challenge, complaint handling, FOI requests, and legal review.
Measurement criteria: Percentage of reviewed case files meeting “audit-ready” standard at first check (mandatory fields completed, evidence attached/available as required, clear decision rationale recorded, panel records complete).
KPI 6: Quality and standardisation panel delivery (initial review and sampling panels)
Objective: Deliver robust and timely quality monitoring and standardisation activity across cohorts, with documented outputs.
Measurement criteria: Percentage of required panels delivered to schedule and with outputs completed (records/minutes, decisions, feedback drafted where applicable).
KPI 7: Education Provider standardisation workshops delivery
Objective: Support consistent national application of standards through six-monthly standardisation workshops for Education Providers.
Measurement criteria: Delivery of planned workshops and timely circulation of materials and outputs (slides, Q&A log, actions).
KPI 8: ePortfolio inbox / service desk response time
Objective: Provide timely support to users and stakeholders via the route inbox and agreed support channels (response expectation: 24–48 hours).
Measurement criteria: Percentage of inbound queries receiving a substantive response within 48 hours (business days).
KPI 9: Complaint handling timeliness and closure
Objective: Ensure complaints are managed promptly, transparently, and with learning applied to reduce recurrence.
Measurement criteria: (1) Percentage of complaints acknowledged within 2 working days; and (2) percentage resolved within the agreed timeframe (as defined in standard operating procedures).
KPI 10: Data accuracy and completeness (applicant/learner master data)
Objective: Maintain accurate, complete, and up-to-date applicant/learner and workflow data within the Centre portal and related records.
Measurement criteria: Percentage of sampled records meeting data quality standard (completeness, correctness, currency).