Government – KPI Development

Brief

Rigby Morrison was requested by a global facilities management provider to create a soft service KPI model for use at a significant Government building. The service provider had been onsite for 3+ years with 60+ full-time employees covering cleaning, catering, security, front of house, post, and ground maintenance service lines.

Solution

A Rigby Morrison consultant worked onsite with the operations manager and contract manager to elucidate the performance metrics for the contract. The documents available were limited, and at times those found were no longer relevant. The solution offered by Rigby Morrison was to orchestrate discussions between the service provider and Government facilities management representative to agree on a set of 24 suggested KPI’s that would provide a true reflection of performance, across all 6 service lines, and to an agreed monthly review frequency.

Results

The KPI model provided an agreed performance measurement model that was immediately implemented and utilised. The KPI model was also retrospectively used for the previous 3 months to give an understanding of performance before, and then after, implementation of the KPI model.  

As the KPI model guided the performance of all 6 service lines, cleaning, catering, security, front of house, post, and ground maintenance, the KPI scoring increased significantly once implemented:

3 months prior to KPI model score – 83%

3 months with KPI model score – 96%

Feedback

Both the service provider and client were equally impressed by the outcome of this project, with both parties realising benefits. Furthermore, the client submitted the KPI model as an internal success story.