Key innovation: the service measuring partnering agreement
The partnering agreement included 10 joint goals for all parties, designed to increase success and value. The first was to create key performance indicators which would measure customer service and partnering.
Both client and contractor are measured on objective and subjective issues like speed of submission and payment of an invoice. KPIs are discussed at monthly progress meetings and actions agreed. The ability to measure performance meant that inefficiencies and constraints to performance could be highlighted and removed. Monitoring of the KPIs shows how the relationship between HCC and RCS has improved. Accuracy of orders and invoices is better. Cashflow has benefited and costs have reduced. As confidence grew so did employee productivity and ideas for other innovations.
Hampshire County Council, Raynesway Construction Southern
Start: May 1996
Complete: April 2000