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Performance Information

The report provided on this page is regularly presented at CBH Board. It provides a point in time overview of the high level Value For Money (VFM) Key Performance Indicators (KPIs) Scorecard, made up of cost, performance and satisfaction indicators.

This scorecard is monitored each month by our Leadership Team (LT) and Executive Team (ET). The report includes the most recent data available for each indicator, split by service area and then into:

• Cost data this is annual only. Final costs per property (CPP) relating to the end of 2016/17 are included in this report along with agreed targets for the end of 2017/18.
• Performance data can be monthly, quarterly or annual, depending on the KPI in question. A column is included in the table to identify the frequency of individual KPIs. The latest data available is provided which, for monthly, is the end of October 2017 and, for quarterly, is the end of September 2017.
• Satisfaction data includes transactional customer satisfaction surveys (collected at the point of service delivery throughout the year) and STAR customer satisfaction and perception data (currently collected every two years). The transactional satisfaction indicators relate to the position at the end of September 2017. Satisfaction data which are sourced from the STAR survey (which closed in August 2017) is now included.