Key Performance Indicators

As with all Framework Agreements continuous improvement needs to be managed and monitored. Within the Framework Agreements Sport England has set up various Key Performance Indicators that will aide framework management and future workload distribution. Sport England shall generally follow recognized good practice for KPI management.

After the first round of inspired projects have been completed and monitored, the following KPI data (extract) will be collected and assessed for each Framework Contractor and the scores achieved at tender stage will be modified for future Rounds thereby ensuring the ongoing competitive nature of each Framework Agreement.

• Sport England Satisfaction – Product and Service. How satisfied Sport England was with the Contractor’s overall management of the project / process, using a 1 to 10 scale where 10 = Totally satisfied; 5/6 = Neither satisfied nor dissatisfied; and 1 = Totally dissatisfied.
  
• Applicant Satisfaction – Product and Service. How satisfied the Applicant / Client was with the Contractor’s overall management of the project and finished product/facility/performance, using a 1 to 10 scale where 10 = Totally satisfied; 5/6 = Neither satisfied nor dissatisfied; and 1 = Totally dissatisfied.
  
• Applicant satisfaction – Defects. Condition of the facility with respect to defects at the time of handover and approach to handover, using a 1 to 10 scale, where 10=Defect free; 8=Some defects with no significant impact on client; 5/6=Some defects with some impact on client; 3=Major defects with major impact on client; and 1= Totally defective.
  
• Cost Predictability – Outturn costs matching costs advised at Feasibility Report stage of Lottery Award. Actual cost at Available for Use (C) less the estimated cost at ‘Award Confirmed’ (B), expressed as a percentage of the estimated cost at ‘Award Confirmed’ (B).
  
• Time Predictability – Completion date matching that advised at ‘Award Confirmed’ stage. Actual duration at Available for Use (C) less the estimated duration at ‘Award Confirmed’ (B), expressed as a percentage of the estimated duration at ‘Award Confirmed’ (B).