Performance measures can be configured in the Administration application and associated with service offerings. For more information, see Configuring Evaluation Criteria for a Service Offering.
Out of the box, the following performance measures are available. Default logic is provided to calculate the values of these measures, but this logic can be overridden if required. New performance measures can also be configured.
| Type | OOTB Measures |
|---|---|
| Service Output | Total number of units delivered, Total cost of services delivered, Flat rate contract payments, Utilization contract payments |
| Service Efficiency | Average cost per unit of service, Average cost per successful outcome. |
| Service Effectiveness/Outcome | Rate of achievement of successful outcomes. |
| Service Quality | Number of incidents, Number of investigations, Number of incidents requiring investigation. |
Measures can also be marked as applicable to only a provider or a service or both.
| Applicable To | Usage | Example |
|---|---|---|
| Provider | Where a measure is independent of the service types delivered by the provider. | Number of Incidents. |
| Service | Where a measure has to be calculated for a specific service. | Average cost per unit of service. |
| Both Provider and Service | Where a measure can be measured for a service as well as all services provided by the provider. | Average cost per successful outcome. |