Performance

SIS Performance Indicators

  • SIS has a set of challenging key performance indicator targets for service delivery in order to measure our effectiveness.
  • An area of particular importance is the impact using SIS interpreters has on service users.  We have been measuring the distance travelled by service users in these impact areas which has shown an incredibly positive change for all.
  • SIS actively encourages customer feedback via a variety of different channels (see below) and uses it to gauge satisfaction with the service, opinions about quality and the degree to which we are meeting customer needs. Feedback is used as the main driver of continuous improvement.
Standard 2017-2018 targets 1st Quarter 2nd Quarter 3rd Quarter 4th Quarter AVERAGE current year TOTAL
current year
AVERAGE
2016-17
Number of interpreting jobs n/a 4137 4097  4272 4185 4172 16691 4009
Number of service users n/a 1722 1705  1787 1810 n/a  3992 3848
(total)
Interpreting requests met 99%
as previous
96% 96%  95% 96% 96% 95%

Community Interpreters (accredited & in-house trained) completing jobs 87%
as previous
84% 82%  82%  84% 83% ¹ 85%
Interpreters with other qualifications n/a 9% 11% 3% 2% 6% 3%

Sessions cancelled by customers with less than 24 hours notice n/a 12% 12% 13% 14% 13% 13%
% ratio of late cancellations
Service Users: Service Providers ²
n/a 49:51 47:53 43:57 43:57 45:55 48:52

Number of emergency sessions 55 46 53 39  50  50
Emergency sessions met 96%
as previous
93%
51
98%
45
93%
49
90%
35
94% 94%
Emergency sessions met within 1 hour of request 91% 94% 93%  94% 89% 93% 90%

Number of translation jobs 67 74  34  58 73
Number of words translated 63121 42261  13657 66172  46303 185211 73630
Qualified Translators completing jobs 83%
as previous
78% 80%  76% 78% 78% ³ 76%

¹ SIS has organised Ascentis accredited training in partnership with WEA which started in Jan 2018 and will finish in June 2018.
² Service Provider cancellations includes SIS co-ordination errors.
³ Translation service and recruitment of translators currently under review.