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 2019-2020 targets 1st Quarter 2nd Quarter 3rd Quarter 4th Quarter average year average
2017-18
Number of interpreting jobs n/a 4067 4197 4738
 4383
Number of service users n/a 1976 2050 2013   1849
Interpreting requests met 97% 95% 93% 94% 96%
Community Interpreters (accredited & in-house trained) completing jobs 85% 79% 79% 79% 84%
Interpreters with other qualifications n/a 5% 5% 5% 4%
Sessions cancelled by customers with less than 24 hours notice n/a 13% 13% 13% 13%
% ratio of late cancellations
Service Users: Service Providers ¹		 n/a 47:53 48:52 48:52 46:54
Number of emergency sessions 73 82 78  67
Emergency sessions met 95% 98% 96% 95% 94%
Emergency sessions met within 1 hour of request 90% 83% 88%   86% 88%
Number of translation jobs n/a 34 51  43 50
Number of words translated n/a 26465 33801  30133 34416
Qualified Translators completing jobs 80% 78% 77% 78% 78%

¹ Service Provider cancellations includes SIS coordination errors