Traveline Cymru – KPI Development (052)


Need

The organisation wanted to introduce a small number of Key Performance Indicators (KPIs) to measure performance against key areas identified by customers and stakeholders.

Context

Traveline Cymru is a not-for-profit business funded by the Welsh Assembly. The company promotes the use of public transport by providing country wide timetable information through a web site and a contact centre.

Issues / Challenges

Traveline Cymru were able to compile the KPI’s themselves but wanted to ensure they had some third party external perspective to ensure the measures were suitable and objective.

Aims of the project

The organisation wanted to introduce a small number of Key Performance Indicators (KPIs) to measure performance against key areas identified by customers and stakeholders. These were intended to support the effort to improve business performance. The management team put together a draft but, mostly due to time pressure, required some support to complete the project.

Measures implemented

We supported the team to develop a set of KPIs that enabled the organisation to measure its performance against key areas identified by its customers and stakeholders. We also created a simple Microsoft Excel based system that created a KPI report that was accessible to the Traveline Cymru team, their stakeholders and customers.

Outcomes

Traveline Cymru put the KPI’s in to use in 2010 and received positive feedback from their board.

Learning points

Reemphasised the value of ensuring that the people who will be measured are involved in creating them.