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% | |
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| 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% | |
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| 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 | |
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| 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% | |
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| 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.