Performance measurement provides metrics to the community on compliance activities through the dashboard and additional reports related to operational data, regional data and complaint specific data. The reports measure EFFICIENCY and EFFECTIVENESS as defined below.
Efficiency is defined as "doing things right" and measures process cycle time, response time, backlog, staffing utilization among other measures.
Effectiveness is defined as "doing the right things" and measures include the number and categorization of people serviced, the accomplishments aka enforcement criteria and resolution, quality of service via the complaint satisfaction survey at the closure of every ticket.
Additional contractual compliance related data can be found at:
Disclaimer: Due to rounding, percentages may not always appear to add up to 100%.