KPIs – Creating a KPI – Examples of Lead Lag Input Output Outcome Measures

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Figure 1.1

Strategic Plan Outcome – Storm water drainage that is environmentally friendly and meets service standards

Input measures - No of FTEs and $s spent are lead indicators as they measure performance and will eventually impact on how the storm water services are being delivered. They are also input measures as they describe the amount of resources being used in the delivery of the service.

Output measures - % of storm water emergencies responded to within 24 hours is also a lead indicator as this will also impact on a future lag indicator (what the customer thinks of the service). It is an output indicator as it measures timeliness of delivery of the service and the effectiveness of service delivery.

Outcome measures - Customer Satisfaction with the delivery of storm water services is a lag indicator because it is measured after the event and is also an outcome indicator. It measures the impact in total of the other measures and indicates how well the Organisation is doing in achieving its Strategic Plan Outcome related to storm water management.  

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