The document is a scorecard and presentation for the Swindon Distribution Centre that outlines key performance indicators (KPIs) and targets to measure success. It includes 4 sections - People, Customer, Performance, and Finance - that contain metrics such as accidents, sick absence, customer service levels, and staff costs. Charts in the presentation show the centre's actual performance against targets for each period and year-to-date, identifying underperformance through color coding. The scorecard is intended to help review performance and identify ways to improve efficiency and quality of services.

1. 2014/2015 OFFICE SCORECARD
Swindon Distribution Centre

2. ONTARGET
Why we need a Scorecard?
Understanding your performance measures
Royal Mail is going through a period of major transformation......but it's
transformation for the good.
Our goal is to build a higher quality, efficient and profitable service that
focuses on the needs of our customers. Central to this goal is the role of
our function in reviewing our own performance and developing ways to
improve the efficiency and quality of services we offer.
To help you achieve this we have put in place some clearly defined
performance measures. Following a strategic review, which included
consultation with unions and your peers, this presentation provides an
overview of the new KPIs.

3. ONTARGET
Understanding KPI’s (Key Performance Indicators)
KPI PERFORMANCE
Measures
PEOPLE
CUSTOMER
PERFORMANCE
FINANCE
The scorecard is
made up of four
Key performance
indicators used to
measure the
performance of
the office and are
key to measuring
success

4. ONTARGET
So what are KAI’s (Key Activity Indicators)?
KPI PERFORMANCE
Measures
PEOPLE
Loss time accidents (LTA's)
Road traffic collisions (RTC's) Blameworthy
Road traffic collisions (RTC's) Non Blameworthy
Accidents/Personal Injury
Sick Absence
SMATS
E.O.S - Engagement score
Training (DCPC5)
CUSTOMER
Delivery of Special Events
MTT (Move to time)
Adherence to SLA's
Quality Reporting
PERFORMANCE
Compliance (Zero risk 3's)
Monitoring of drivers hours
2014/2015 Business plan
FINANCE
Staff Costs
The scorecards
key activity
indicators (KAI’s)
are the key
activities that the
office is
measured on.
Its is the
activities behind
the KAI’s that
drives success

5. ONTARGET
UNDERSTANDING YOUR TARGETS
TARGETS

6. ONTARGET
Understanding your PEOPLE 2014/2015 targets
What our performance measurements are for 2014/2015
KPI PERFORMANCE
Measures
PEOPLE
Loss time accidents (LTA's)
Target
0
Road Traffic Collisions (RTC’s) 12
Accidents/Personal Injury 2
Sick Absence 3.6%
SMATS 208
E.O.S – Employee Engagement 80
Training (DCPC5) 100%

7. ONTARGET
Understanding your CUSTOMER 2014/2015 targets
What our performance measurements are for 2014/2015
KPI PERFORMANCE
Measures
CUSTOMER
Delivery of special events
Target
100%
Move to time (MTT) 100%
Adherence to SLA’s 100%
Quality Reporting 100%

8. ONTARGET
Understanding your PERFORMANCE 2014/2015 targets
KPI PERFORMANCE
Measures
PERFORMANCE
Compliance (Zero risk 3’s)
Target
95%
Monitoring of driving hours 100%
2014/2015 Business plan TBC

9. ONTARGET
Understanding your FINANCIAL 2014/2015 targets
KPI PERFORMANCE
Measures
Financial
Staff Cost
Target
?

10. ONTARGET
SCORECARD OVERVIEW
Scorecard

11. ONTARGET
Key performance against the current period
P1 P2 P3 P4 P5
0 0 0 2 0 0 2 2 G 0 0 0 0 0
0 2 2 1 0 0
0 0 2 0 1 0
0 2 0 8 1 2 7 8 A 0 0 1 0 0
2.3% 3.6% 1.8% 4.1% 2.2% 3.6% 0.5% 4.1% G 1.6% 2.6% 1.9% 2.8% 2.3%
16 16 15 1 16 208 4 12 G 16 16 16 16 8
81% 80% 4 77% G
100% 0 99.1% 100% 100% -32.1% 99.1% R 99.9% 99.9% 99.9% 99.9% 99.9%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
95% 2% 97% 95% 2% 97% G
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
G
98,301 99,345 7,369 105,670 1,891,762 1,878,154 13,608 R £403,577 £409,780 £383,293 £390,739 £304,373
CUSTOMER
KPIPERFORMANCE
Measures
PEOPLE
Losstimeaccidents(LTA's)
Roadtrafficcollisions(RTC's)Blameworthy
Accidents/PersonalInjury
SickAbsence
SMATS
E.O.S-Engagementscore
Training(DCPC5)
Roadtrafficcollisions(RTC's)NonBlameworthy
DeliveryofSpecialEvents
MTT(Movetotime)
QualityReporting
PERFORMANCE
Compliance(Zerorisk3's)
Monitoringofdrivershours
2014/2015Businessplan
AdherencetoSLA's
FINANCE
StaffCosts
Actual Target Variance LastYR
CURRENTPERIOD
LastYR
Measure
SCOREC
12 8 16 A
YEARTODATE
Actual Target Variance
812 0 16
• Current period – shows your
KPI/KAI performance for the
particular month
• Actual – shows your actual
performance for that particular
month
• Target – shows what is set for
your yearly targets
• Variance – shows the
difference between last year
results and this years targets
• Last year – shows your
performance last year

12. ONTARGET
KPI performance against year to date
P1 P2 P3 P4 P5 P6 P7 P8 P9 P1
0 0 0 2 0 0 2 2 G 0 0 0 0 0
0 2 2 1 0 0
0 0 2 0 1 0
0 2 0 8 1 2 7 8 A 0 0 1 0 0
2.3% 3.6% 1.8% 4.1% 2.2% 3.6% 0.5% 4.1% G 1.6% 2.6% 1.9% 2.8% 2.3%
16 16 15 1 16 208 4 12 G 16 16 16 16 8 0 0 0 0 0
81% 80% 4 77% G
100% 0 99.1% 100% 100% -32.1% 99.1% R 99.9% 99.9% 99.9% 99.9% 99.9%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
95% 2% 97% 95% 2% 97% G
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
G
98,301 99,345 7,369 105,670 1,891,762 1,878,154 13,608 R £403,577 £409,780 £383,293 £390,739 £304,373
CUSTOMER
KPIPERFORMANCE
Measures
PEOPLE
Losstimeaccidents(LTA's)
Roadtrafficcollisions(RTC's)Blameworthy
Accidents/PersonalInjury
SickAbsence
SMATS
E.O.S-Engagementscore
Training(DCPC5)
Roadtrafficcollisions(RTC's)NonBlameworthy
DeliveryofSpecialEvents
MTT(Movetotime)
QualityReporting
PERFORMANCE
Compliance(Zerorisk3's)
Monitoringofdrivershours
2014/2015Businessplan
AdherencetoSLA's
FINANCE
StaffCosts
Actual Target Variance LastYR
CURRENTPERIOD
LastYR
Measure
SCORECARD12MONTHPERIOD
12 8 16 A
YEARTODATE
Actual Target Variance
812 0 16
• Actual – shows your
actual performance year
to date
• Target – shows what is set
for your yearly targets
• Variance – shows the
difference between last
year results and your
performance year to date
• Last year – shows your
performance last year

13. ONTARGET
KPI performance and your measures
Green/Amber/Red
P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12
0 0 0 2 0 0 2 2 G 0 0 0 0 0
0 2 2 1 0 0
0 0 2 0 1 0
0 2 0 8 1 2 7 8 A 0 0 1 0 0
2.3% 3.6% 1.8% 4.1% 2.2% 3.6% 0.5% 4.1% G 1.6% 2.6% 1.9% 2.8% 2.3%
16 16 15 1 16 208 4 12 G 16 16 16 16 8 0 0 0 0 0 0 0
81% 80% 4 77% G
100% 0 99.1% 100% 100% -32.1% 99.1% R 99.9% 99.9% 99.9% 99.9% 99.9%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
95% 2% 97% 95% 2% 97% G
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
G
98,301 99,345 7,369 105,670 1,891,762 1,878,154 13,608 R £403,577 £409,780 £383,293 £390,739 £304,373
CUSTOMER
KPIPERFORMANCE
Measures
PEOPLE
Losstimeaccidents(LTA's)
Roadtrafficcollisions(RTC's)Blameworthy
Accidents/PersonalInjury
SickAbsence
SMATS
E.O.S-Engagementscore
Training(DCPC5)
Roadtrafficcollisions(RTC's)NonBlameworthy
DeliveryofSpecialEvents
MTT(Movetotime)
QualityReporting
PERFORMANCE
Compliance(Zerorisk3's)
Monitoringofdrivershours
2014/2015Businessplan
AdherencetoSLA's
FINANCE
StaffCosts
Actual Target Variance LastYR
CURRENTPERIOD
LastYR
Measure
SCORECARD12MONTHPERIOD
12 8 16 A
YEARTODATE
Actual Target Variance
812 0 16
Measure – we use a traffic
light systems to determine
your actual performance
YTD.
GREEN
Good performance YTD
AMBER
At risk of underperforming
RED
Underperforming YTD

14. ONTARGET
Monthly measures – Performance tracker
How we can determine our monthly performance
P1 P2 P3 P4 P5
0 0 0 2 0 0 2 2 G 0 0 0 0 0
0 2 2 1 0 0
0 0 2 0 1 0
0 2 0 8 1 2 7 8 A 0 0 1 0 0
2.3% 3.6% 1.8% 4.1% 2.2% 3.6% 0.5% 4.1% G 1.6% 2.6% 1.9% 2.8% 2.3%
16 16 15 1 16 208 4 12 G 16 16 16 16 8
81% 80% 4 77% G
100% 0 99.1% 100% 100% -32.1% 99.1% G 99.9% 99.9% 99.9% 99.9% 99.9%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
95% 2% 97% 95% 2% 97% G
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
G
98,301 99,345 7,369 105,670 1,891,762 1,878,154 13,608 R £403,577 £409,780 £383,293 £390,739 £304,373
CUSTOMER
KPIPERFORMANCE
Measures
PEOPLE
Losstimeaccidents(LTA's)
Roadtrafficcollisions(RTC's)Blameworthy
Accidents/PersonalInjury
SickAbsence
SMATS
E.O.S-Engagementscore
Training(DCPC5)
Roadtrafficcollisions(RTC's)NonBlameworthy
DeliveryofSpecialEvents
MTT(Movetotime)
QualityReporting
PERFORMANCE
Compliance(Zerorisk3's)
Monitoringofdrivershours
2014/2015Businessplan
AdherencetoSLA's
FINANCE
StaffCosts
Actual Target Variance LastYR
CURRENTPERIOD
LastYR
Measure
SCORECARD
12 8 16 A
YEARTODATE
Actual Target Variance
812 0 16
Your monthly performance
can be seen and tracked
over a 12 month period,
again using the color coding
system to plot
underperformance

15. ONTARGET
Swindon Distribution – Scorecard Overview
How are we currently performing
P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12
0 0 0 2 0 0 2 2 G 0 0 0 0 0
0 2 2 1 0 0
0 0 2 0 1 0
0 2 0 8 1 2 7 8 A 0 0 1 0 0
2.3% 3.6% 1.8% 4.1% 2.2% 3.6% 0.5% 4.1% G 1.6% 2.6% 1.9% 2.8% 2.3%
16 16 15 1 16 208 4 12 G 16 16 16 16 8 0 0 0 0 0 0 0
81% 80% 4 77% G
100% 0 99.1% 100% 100% -32.1% 99.1% G 99.9% 99.9% 99.9% 99.9% 99.9%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
95% 2% 97% 95% 2% 97% G
100% 100% 0% 100% 100% 100% 0% 100% G 100% 100% 100% 100% 100%
G
98,301 99,345 7,369 105,670 1,891,762 1,878,154 13,608 R £403,577 £409,780 £383,293 £390,739 £304,373
CUSTOMER
KPIPERFORMANCE
Measures
PEOPLE
Losstimeaccidents(LTA's)
Roadtrafficcollisions(RTC's)Blameworthy
Accidents/PersonalInjury
SickAbsence
SMATS
E.O.S-Engagementscore
Training(DCPC5)
Roadtrafficcollisions(RTC's)NonBlameworthy
DeliveryofSpecialEvents
MTT(Movetotime)
QualityReporting
PERFORMANCE
Compliance(Zerorisk3's)
Monitoringofdrivershours
2014/2015Businessplan
AdherencetoSLA's
FINANCE
StaffCosts
Actual Target Variance LastYR
CURRENTPERIOD
LastYR
Measure
SCORECARD12MONTHPERIOD
12 8 16 A
YEARTODATE
Actual Target Variance
812 0 16
Your focus over the next six
months must be on RTC’s,
Personal Injury, and Sick
absence
What Key activities do you
drive?

16. ONTARGET
Thank you