Performance Monitoring and Reporting
Monitoring of and reporting on performance is an important part of an organization’s effective management and accountability. Performance reporting is not an end in itself. Rather, it is an integral part of an organization’s ongoing decision-making processes. Performance reporting should help promote a “continuous improvement” feedback loop in which reports on activities and performance provide management with important information for decision making in the next planning cycle.
Knowledge of Business Questions
Potential Audit Criteria
- Does the organization monitor, and report on, the efficiency, quality, and level of service of the main services it delivers? How and how often is this reporting done?
- Does the organization have information to show how efficiency, quality, and levels of service have changed over time for the services it delivers?
- Does the organization have information to show whether efficiency targets, standards, targets and/or indicators are being met? What are the data sources for efficiency performance information? How often does management review this information and how is it used?
- Does management have concerns about the relevance, reliability, timeliness or completeness of performance information related to efficiency?
- Does the organization have a clear strategy for benchmarking each of its main services in order to assess their relative efficiency? Has the type of benchmark information required been clearly defined? What are the benchmarks?
- Has the organization found any barriers in providing and obtaining benchmarking information? What are the strategies for overcoming any barriers?
- Does the organization regularly report progress against its efficiency objectives and initiatives? To whom does it report?
- Is the organization able to demonstrate the efficiency gains achieved from individual projects? How have these gains improved the services delivered? Do reported efficiency gains include information on upfront investments and recurrent costs incurred in delivering efficiency gains?
- Performance monitoring—The organization continually monitors the performance of its main activities and services using reliable indicators of efficiency.
- Quality and level of service monitoring—The organization continually monitors the quality and level of service achieved for each of the main services it delivers.
- Benchmarking—The organization regularly benchmarks the main services it delivers in order to assess their relative efficiency and identify areas for improvement.
- Reporting on efficiency initiatives—The organization periodically reports on progress against its efficiency objectives and initiatives.
- The reports include relevant, timely, reliable, and complete information on efficiency achievements.
- The reports include information on the efficiency gains that have been achieved from individual projects and on how these gains have improved the services delivered by the organization.
- Reporting efficiency savings—In reporting efficiency savings, the organization:
- Reports consistently over time and between projects, using valid and reliable measures and indicators.
- Compares current values against baseline data.
- Explains how efficiency savings are affecting cost, quality, and level of service, to show the full impact of changes.
- Is transparent about the upfront investments and recurrent costs incurred in delivering efficiency.