What are performance indicators?

Performance indicators, or key performance indicators (KPIs), are measures used to monitor the degree to which a service is successfully delivered. They support decision making and help determine whether a service is being delivered as planned, needs more support, or requires a commissioning/contract review.

The progression criteria model

Services are often collecting more data than can be analysed for monitoring purposes, so it’s important when selecting KPIs, to focus on a small number that relate to the key objectives of the service.

We worked with commissioners, service deliverers, community partners, academics and parents to develop the progression criteria approach which supports the selection and monitoring of KPIs. You can read more about the development here.

The progression criteria flow chart can help you make your selection.

Before the service design group agrees on the three progression criteria, it is vital that shared definitions of terms are also agreed.

Example 1: If ‘Number of participants’ is a criteria, the term ‘participant’ should be clearly defined. This might be someone who attends at least one session of the course or someone receiving at least one support visit. 

Example 2: If ‘% of participants completing’ is a criteria, then the term completion needs to be clearly defined. This could be attending at least 5 out of 8 sessions or having a planned ending to support.

Shared definitions help to ensure that you are measuring the right thing, that all stakeholders have a shared understanding of the indicators and also helps to differentiate the different stages of an individual’s journey through the service – referral, enrollee, participant and completer. 

Step 2: Agreeing the indicators

The next step will be to agree the targets for each of the selected progression criteria. This is based on a RAG rating system; Red (targets not being met, serious concerns), Amber (falling short of targets – initiate discussion about potential strategies to improve); Green (targets met, everything going to plan). RAG ratings are based on proportions rather than absolute figures for greater consistency and standardisation when monitoring multiple services.

Green: should be based on information from the Service Design questionnaire e.g. the anticipated number of families recruited. This number should be realistic based on existing information/data. Reaching this anticipated figure would be meeting 100% of a target and being rated as Green.

Amber: is based on a service falling short of their target. When rated Amber, service teams may benefit from additional support to identify the reasons why and formulate action plans.

Red: The point at which an intervention falls intro ‘red’ may indicate serious concerns or the need for a commissioning review. Proportions for what constitute red should be time and context bound (e.g. an intervention would not normally go straight into red if figures are low in the first quarter of a contract).

We suggest the following cut-offs for indicator ratings:

We suggest the following cut-offs for indicator ratings:

• Recruitment: Green 100%, Amber 70-99%, Red <70% of anticipated
• Reach: Green 100%, Amber 70-99% Red, <70% of anticipated
• Implementation: Green 100%, Amber 85-99%, Red <85% of anticipated
• Fidelity: Green 100%, Amber 80-99%, Red <80% of anticipated
• Satisfaction: Green 100%, Amber 80-99%, Red <80% of anticipated

Things to remember:

• Moving from Green to Amber should instigate support, not criticism
• Moving into Red should also result in support and instigate discussion in which context will be considered. For example, if recruitment targets aren’t met because of unexpected staff absence, or service implementation falls due to restructuring of services, this should be taken into account.
• Cut-offs can apply to multiple services, but targets should be agreed with individual service teams. Targets should always be realistic, feasible and measurable.