The Important First Steps
Establishing Baseline Data against which future performance can be compared. This may be done by sampling over a nominated period (for example, a month), a set proportion (for example, 10%) or continuous sampling (for example, one month per quarter).
Setting Goals and Targets for the next performance measurement period (for example, a year). Targets should require an improvement in the level of current performance. The level of improvement that is expected should be reasonable and attainable. Determining the target in the absence of established benchmarks will initially require a degree of judgement. Thereafter, such targets can be based on performance trends.
Establishing Sampling Procedures for ongoing monitoring of performance. This can be either continuous sampling based on a specified sample size (for example, one in every ten) or it can occur at designated periods (for example, for one week every quarter).
The Guide to the Performance Reporting Framework booklet provides examples of the reporting framework. It should be noted that qualitative examples of the impact of the policies in place should be included in the report not merely the number of people affected or the number of complaints recorded. This should include anecdotal evidence of the impact on people with disability.