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
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%
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%
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
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%
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