Performance Metrics

This article lays out the Performance Metrics page for Order Administrators to review their feedback on staff’s level of service.

Measuring Key Performance Indicators

If you are looking for a way to measure Key Performance Indicators (KPI’s) in place for your district, Facilitron Works has a section dedicated to recording and tracking KPI standards and measurements. There are also two reports available with customizable parameters that you can pull for various lengths of time. 

To see how performance metrics can be managed in Facilitron, navigate to Manage > Performance Metrics. 

You will land on the Performance Metrics page, where you can:

• View two different Performance Metrics reports
•  View your current KPI’s
•  Add a new KPI
•  Configure service level goal names

The Performance Metrics Reports

You will see an “Available Reports” section at the top of the page. You may choose to run the “Service Levels Provided/Results” report, or “Formatted Service Level Matrix” report. 

The Service Levels Provided/Results Report

The “Service Levels Provided/Results” report measures how the services provided measure against the KPI (Key Performance Indicator) standards put in place by the district. In simple terms, the report provides Facilitron partners with a report card of the maintenance workers' productivity. The report will also reveal where improvements can be made.

If this is the information you are seeking, ensure that you have selected the “Services Levels Provided/Results” report option and click “View Report”. 

Upon clicking, you will arrive on the following page. You will see the target grades listed, the formula used to measure performance against the target grade and KPI standard, and a resultant grade that shows the grade received for services rendered on dates included in the report. These letter grades help show whether the services provided are up to standard or not. 

Accessing this page causes the report to automatically generate, and it will automatically pull data for the past 30 days. For example if you accessed this page on May 6, 2024, the contents of the report would automatically generate for the past 30 days (back to April 6, as shown). 

If you would like to run this report for another date range, simply change the dates in the “From” and “To” sections accordingly, and click the blue “Apply Filter” button. A new report will generate according to the new date parameter.

The Formatted Service Level Matrix Report

This page shows the current standard definitions matrix for the various service levels (KPI’s) within your district in a table format.  This report is what you share with District Stakeholders defining what grade you are staffed to achieve; and more importantly - how increasing or decreasing staffing levels will impact schools in terms of service levels. You may print this page and post at various properties where maintenance workers will see the standards set forth by the administration. 

To pull this report, simply toggle to this option in the “Available Reports” section and select “View Report”.

You will be taken to the following screen:

Configuring KPI’s in Works

1. Linking Work Categories to KPI

The concept of Key Performance Indicators is to communicate how well a worker completes a typical assignment in comparison to others performing the same tasks. Work categories are how we tie those together. A work category is how we describe, in short, what the work description is. For example, a request to repair a gate as the work order description should have a corresponding work category along the lines of “Gate Repair”.  So, a work category “Gate Repair” is known to usually take about 2 hours and any gate repairs would be from a KPI perspective related to an exterior KPI like “Curb Appeal”.  The reason being, functioning gates in good repair are part of how the public views curb appeal, so linking them together here allows the performance metrics to associate all gate repairs to the “Curb Appeal” KPI by providing a grade on the “Service Levels Provided/Results” report tabulated from every work category tied/linked to the “Curb Appeal” KPI.

To link work categories to the corresponding KPI, go to Manage > Web Site Configuration > Work Categories. You will land on the page below, where you can make adjustments as needed. Remember to hit “Update” to save any changes. 

2. Adding a New KPI

To add a new KPI, select + Add New KPI near the top right of the Performance Metrics page.

You will be able to add a new KPI using the field highlighted here:

If you continue to scroll down the page, you will see the KPI’s currently in place within your district.

3. Applying KPI to Linked Work Categories or All Work Categories

The concept of Key Performance Indicators is to communicate how well a worker completes a typical work order assignment. Each work order issued to a worker requires a skill they are trained to resolve, e.g., a ballast is humming. So, by pairing work categories with specific KPI’s we can associate like-work into well-known standards of maintenance such as “Building Envelope” (equals all work categories that are related to the main building itself such as lighting, sky light repairs, flooring), versus a KPI called “Curb Appeal” which might link the work categories related to the grounds department.

4. Editing Existing KPI’s

To make changes to various KPI standards, first click the title of the KPI section that you are looking to update. In the following example, that section is named "Custodial Cleaning Standards". You will now be able to edit by toggling between the different existing standards and making updates to each as needed. Be sure to click "Update" after making your changes, or they will not be saved.

5. Configuring Service Level Goal Names

At the bottom of the page, you will see a blue button that will take you to a page where you can configure service level goal names. 

Clicking this will open the following section, where you can change the names of your service level goals as needed. Remember to select “Update” to save any changes made.