Performance
SIS Performance Indicators
- SIS has a set of challenging key performance indicator targets for service delivery in order to measure our effectiveness.
- SIS sets challenging and stretching targets based on previous years’ performance.
- SIS aims to maintain continuous improvement from year to year with target % continually increasing.
- If target percentage is not met the following year’s target will be set realistically to encourage and motivate improved performance.
In addition to KPIs SIS also measures customer satisfaction via surveys, feedback, case studies, and externally verified quality awards.
SIS sets challenging and stretching targets based on previous years’ performance.
Feedback is used as the main driver of continuous improvement.
| Standard | 2018-2019 targets | 1st Quarter | 2nd Quarter | 3rd Quarter | 4th Quarter | Total current year | Total 2017-18 |
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| Number of interpreting jobs | n/a | 4067 | 4197 | 4434 | 4835 | 17533 (total) |
16768 | |
| Number of service users | n/a | 1829 | 1780 | 1850 | 1938 | 4275 | 3992 | |
| Interpreting requests met | 97% | 95% | 96% | 96% | 96% | 96% | 96% | |
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| Community Interpreters (accredited & in-house trained) completing jobs | 84% as previous |
85% | 84% | 83% | 83% | 84% | 83% | |
| Interpreters with other qualifications | n/a | 3% | 3% | 4% | 5% | 4% | 6% | |
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| Sessions cancelled by customers with less than 24 hours notice | n/a | 13% | 13% | 12% | 13% | 13% | ||
| % ratio of late cancellations Service Users: Service Providers ¹ |
n/a | 50:50 | 45:55 | 43:57 | 46:54 | 45:55 | ||
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| Number of emergency sessions | 56 | 76 | 68 | 67 | 50 | |||
| Emergency sessions met | 95% | 98% | 96% | 94% | 89% | 94% | 94% | |
| Emergency sessions met within 1 hour of request | 91% | 91% 50 |
90% 66 |
91% 58 |
81% 47 |
88% | 93% | |
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| Number of translation jobs | n/a | 28 | 40 | 39 | 91 | 198 | 247 | |
| Number of words translated | n/a | 20816 | 18953 | 57398 | 40496 | 137663 | 185211 | |
| Qualified Translators completing jobs | 80% | 78% | 78% | 77% | 77% | 78% | 78% | |
¹ Service Provider cancellations includes SIS coordination errors