Key Result Area 1: Coordination of the Inflow of Work
1. Design Request Management
KPI 1: Design Request Completion Rate - Percentage of design requests fulfilled
within the agreed-upon timeline.
KPI 2: Departments Satisfaction Score - Average satisfaction rating from clients
based on design request outcomes.
2. Timely Assignment of Tasks
KPI 3: Task Assignment Turnaround Time - Average time taken to assign tasks to
team members after receiving requests.
KPI 4: Task Priority Management - Percentage of urgent tasks assigned and
completed within priority deadlines.
3. Efficient Workflow Management
KPI 5: Workflow Efficiency Improvement - Quarterly assessment of process
optimization initiatives resulting in improved workflow efficiency.
4. On-Time Delivery
KPI 6: Project Delivery Timeliness - Percentage of projects completed and delivered
on time.
KPI 7: Delay Analysis - Number of instances and reasons for project delivery delays,
with action plans for improvement.
5. Coordination with Agency
KPI 8: Agency Collaboration Effectiveness - Rating of collaboration and
communication with external agencies for project requirements and deliverables.
Key Result Area 2: Billing of the Department
1. Accurate Billing Records
KPI 9: Billing Accuracy Rate - Percentage of billing records accurately maintained and
documented.
KPI 10: Audit Compliance - Number of successful billing audits conducted per
quarter.
2. Approval Process Management
KPI 11: Approval Time Cycle - Average time taken to obtain approvals for
departmental expenses.
KPI 12: Approval Rate - Percentage of expenses approved on the first submission.
3. Spectrum Addition
KPI 13: Spectrum Utilization Efficiency - Effective utilization of spectrum for billing,
purchase request entry, and vendor addition processes.
4. Purchase Request Handling
KPI 14: Purchase Request Accuracy - Percentage of purchase requests initiated and
processed accurately.
KPI 15: Vendor Relationship Management - Rating of vendor relationships and
feedback on procurement processes.
5. Maintains Communication with Finance and Admin Teams
KPI 16: Communication Effectiveness - Rating of communication clarity and
responsiveness with finance and admin teams regarding billing queries and
clarifications.
Key Result Area 3: Management of Internal Communication Software (Intranet)
1. Intranet Document Management
KPI 17: Document Organization - Percentage of necessary documents uploaded and
organized on the company's intranet.
KPI 18: Document Accessibility - Average time taken for team members to locate
and access documents on the intranet.
2. Document Updates
KPI 19: Document Update Frequency - Frequency of document updates to reflect the
latest information and policies.
KPI 20: Document Accuracy - Rating of document accuracy and relevance based on
user feedback.
Key Result Area 4: Performance Analysis and Reporting
1. Data Analysis and Reporting
KPI 21: Performance Metrics Tracking - Regular tracking and analysis of key metrics
such as design request completion rate, project delivery timeliness, and client
satisfaction scores.
KPI 22: Report Accuracy - Accuracy of performance reports generated and shared
with stakeholders.
KPI 23: Insights and Recommendations - Number of actionable insights and
improvement recommendations derived from performance analysis.
