Sheet 1: Indicators

	
	
	
	
	
	
	
	
	
	

		
Type/purpose
		
Indicator
		
Per day
		
Cumulative (to date)
		
Per partner
		
Per Region/Country
		
Per wave
		
Per visit number
		
Description
	
	

		
Resource
		
Field staff headcount - forecast to be available
		
Y
		


		
Y (and total)
		
Y
		
Y
		


		


	
	

		
Resource
		
Field staff headcount - available to work
		
Y
		


		
Y (and total)
		
Y
		
Y
		


		


	
	

		
Resource
		
Field staff headcount - forecast accuracy
		
Y
		


		
Y (and total)
		
Y
		
Y
		


		
Percentage of headcount forecast to be available who were available
	
	

		
Resource
		
Field staff headcount - with visits scheduled
		
Y
		


		
Y (and total)
		
Y
		
Y
		


		


	
	

		
Resource
		
Field staff headcount - with visits completed
		
Y
		


		
Y (and total)
		
Y
		
Y
		


		


	
	

		
Resource
		
Field staff headcount - completion rate
		
Y
		
Y
		
Y (and total)
		
Y
		
Y
		


		
Percentage of field staff with visits scheduled that have completed visits)
	
	

		


		


		


		


		


		


		


		


		


	
	

		
Progress
		
Household visits - target
		
Y
		


		
Y (and total)
		
Y
		
Y
		
Y
		


	
	

		
Progress
		
Household visits - forecast
		
Y
		


		
Y (and total)
		
Y
		
Y
		
Y
		


	
	

		
Progress
		
Household visits - scheduled
		
Y
		


		
Y (and total)
		
Y
		
Y
		
Y
		


	
	

		
Progress
		
Household visits - completed
		
Y
		
Y
		
Y (and total)
		
Y
		
Y
		
Y
		


	
	

		
Progress
		
Household visits - forecast accuracy
		
Y
		


		
Y (and total)
		
Y
		
Y
		
Y
		
Percentage of forecast visits that have been completed
	
	

		
Progress
		
Household visits - completion rate
		
Y
		
Y
		
Y (and total)
		
Y
		
Y
		
Y
		
Percentage of scheduled visits that have been completed
	
	

		
Progress
		
Household visits - to be completed
		


		
Y
		


		
Y
		
Y
		
Y
		
Household visits of each visit number left to be completed (after discounting those who have dropped out after earlier visits)
	
	

		
Progress
		
Household visits - success rate
		
Y
		
Y
		


		
Y
		
Y
		
Y
		
Percentage of target visits completed
	
	

		


		


		


		


		


		


		


		


		


	
	

		
Progress
		
Swab tests - target
		
Y
		


		
Y (and total)
		
Y
		
Y
		
Y
		


	
	

		
Progress
		
Swab tests - forecast
		
Y
		


		
Y (and total)
		
Y
		
Y
		
Y
		


	
	

		
Progress
		
Swab tests - completed
		
Y
		
Y
		
Y (and total)
		
Y
		
Y
		
Y
		


	
	

		
Progress
		
Swab tests - forecast accuracy
		
Y
		


		
Y (and total)
		
Y
		
Y
		
Y
		
Percentage of forecast swab tests that have been completed
	
	

		
Progress
		
Swab tests - success rate
		
Y
		
Y
		


		
Y
		
Y
		
Y
		
Percentage of target swab tests completed
	
	

		


		


		


		


		


		


		


		


		


	
	

		
Progress
		
Blood tests - target
		
Y
		


		
Y (and total)
		
Y
		
Y
		
Y
		


	
	

		
Progress
		
Blood tests - forecast
		
Y
		


		
Y (and total)
		
Y
		
Y
		
Y
		


	
	

		
Progress
		
Blood tests - completed
		
Y
		
Y
		
Y (and total)
		
Y
		
Y
		
Y
		


	
	

		
Progress
		
Blood tests - forecast accuracy
		
Y
		


		
Y (and total)
		
Y
		
Y
		
Y
		
Percentage of forecast blood tests that have been completed
	
	

		
Progress
		
Blood tests - success rate
		
Y
		
Y
		
Y (and total)
		
Y
		
Y
		
Y
		
Percentage of target blood tests completed
	
	

		


		


		


		


		


		


		


		


		


	
	

		
Quality
		
Visits with no consent ticked
		
Y
		
Y
		
Y (and total)
		
Y
		
Y
		


		


	
	

		
Quality
		
Visits with barcode typo errors
		
Y
		
Y
		
Y (and total)
		
Y
		
Y
		


		


	
	

		
Quality
		
Visits with duplicate barcode entries
		
Y
		
Y
		
Y (and total)
		
Y
		
Y
		


		


	
	

		
Quality
		
Visits with barcode visit issues
		
Y
		
Y
		
Y (and total)
		
Y
		
Y
		


		


	
	

		
Quality
		
Visits with barcode/no barcode in the future and or the past
		
Y
		
Y
		
Y (and total)
		
Y
		
Y
		


		


	
	

		
Quality
		
Visits carried out with multiple first visits created
		
Y
		
Y
		
Y (and total)
		
Y
		
Y
		


		


	
	

		
Quality
		
Visits with no emails recorded
		
Y
		
Y
		
Y (and total)
		
Y
		
Y
		


		


	
	

		


		


		


		


		


		


		


		


		


	
	

		
Productivity
		
Average household visits per field staff
		
Y
		
Y
		
Y (and total)
		


		


		


		


	
	

		
Productivity
		
Average swab tests completed per field staff
		
Y
		
Y
		
Y (and total)
		


		


		


		


	
	

		
Productivity
		
Average blood tests completed per field staff
		
Y
		
Y
		
Y (and total)
		


		


		


		


	
	

		


		


		


		


		


		


		


		


		


	
	

		
Sample status
		
Household invitations sent
		


		
Y
		


		
Y
		
Y
		


		


	
	

		
Sample status
		
Household acceptance rate
		


		
Y
		


		
Y
		
Y
		


		


	
	

		
Sample status
		
Households declined
		


		
Y
		


		
Y
		
Y
		


		


	
	

		
Sample status
		
Households accepted - swab - total
		


		
Y
		


		
Y
		
Y
		


		


	
	

		
Sample status
		
Households accepted - swab - 1 visit
		


		
Y
		


		
Y
		
Y
		


		


	
	

		
Sample status
		
Households accepted - swab - 4 visits
		


		
Y
		


		
Y
		
Y
		


		


	
	

		
Sample status
		
Households accepted - blood - total
		


		
Y
		


		
Y
		
Y
		


		


	
	

		
Sample status
		
Households accepted - blood - 1 visit
		


		
Y
		


		
Y
		
Y
		


		


	
	

		
Sample status
		
Households accepted - blood - 4 visits
		


		
Y
		


		
Y
		
Y
		


		


	
	

		
Sample status
		
Households accepted - still in sample
		


		
Y
		


		
Y
		
Y
		
Y
		
Households accepted and still in sample after each visit number
	
	

		
Sample status
		
Household drop outs prior to first visit
		


		
Y
		


		
Y
		
y
		


		


	
	

		
Sample status
		
Household drop outs after visit
		


		
y
		


		
Y
		
y
		
y
		
Dropouts after visit 1,2,3 etc
	
	

		
Sample status
		
Unique households visited
		


		
Y
		


		
Y
		
Y
		
Y
		


	
	

		
Sample status
		
Individual drop outs prior to first visit
		


		
Y
		


		
Y
		
y
		


		


	
	

		
Sample status
		
Individual drop outs after visit
		


		
y
		


		
Y
		
y
		
y
		
Dropouts after visit 1,2,3 etc
	
	

		
Sample status
		
Individuals accepted - still in sample
		


		
Y
		


		
Y
		
Y
		
Y
		
Individuals accepted and still in sample after each visit number
	
	

		


		


		


		


		


		


		


		


		


	
	

		
Call centre
		
Total calls - actual
		
y
		
y
		


		


		


		


		


	
	

		
Call centre
		
Total calls - forecast
		
y
		
y
		


		


		


		


		


	
	

		
Call centre
		
Answered calls
		
y
		
y
		


		


		


		


		


	
	

		
Call centre
		
Unanswered calls
		
y
		


		


		


		


		


		


	
	

		
Call centre
		
Proportion of calls answered
		
y
		


		


		


		


		


		


	
	

		
Call centre
		
Callbacks outstanding
		
Y
		
y
		


		


		


		


		


	
	

		
Call centre
		
Call topic analysis
		


		
y
		


		


		


		


		
See Extra info tab
	
	

		
Call centre
		
Total calls per half hour
		
y
		
y
		


		


		


		


		


	
	

		
Call centre
		
Average call duartion
		
Y
		
Y
		


		


		


		


		


	



Sheet 2: KPIs

	
	
	
	
	
	
	

		
Critical Key Performance Indicators
		


		


		


		


		


	
	

		
UID
		
Critical Key Performance Indicator
		


		


		


		


	
	

		
CKPI1
		
Tests completed in the previous 24 hours
		


		


		


		


	
	

		
CKPI2
		
Management Information delivered to the Authority in the previous 24 hours
		


		


		


		


	
	

		


		


		


		


		


		


	
	

		
Key Performance Indictors
		


		


		


		
Geography
		
Notes
	
	

		
UID
		
Key Performance Indicator
		
Calculation of the KPI
		
Reporting frequency
		
National, Region
		


	
	

		
KPI1
		
Time to book appointments
		
The period between the date on which the participant contacts the contact centre and the date on which the appointment takes place.
		


		
National, Region
		


	
	

		
Weekly
		
National, Region
		
Includes test dispatch and incentive notification
	
	

		
KPI2.1
		
Completion of booked appointments
		
Being at the appointment on the agreed date.
		
Weekly
		
National, Region
		


	
	

		


		
National, Region
		


	
	

		
KPI2.2
		
Completing the appointment process
		
Weekly
		
National, Region
		


	
	

		


		
National, Region
		


	
	

		
KPI 2.3
		
Swabs
		
Sending swabs to courier 
		
Weekly
		
National, Region
		


	
	

		
KPI2.4
		
Incentives
		
Notifying the incentives supplier so that incentive can be paid to the participant.
		
Weekly
		
National, Region
		


	
	

		
KPI 2.5
		
Field worker productivity
		
Av number of households per field worker per day
		
Weekly
		
National, Region
		


	
	

		
KPI3.1
		
Notification of results to GP
		
Results of all tests must be correctly sent to the participant’s stated chosen GP
		
Weekly
		
National, Region
		


	
	

		


		


		


	
	

		
KPI3.2
		
Results of all tests must be sent in a timely manner to the participant’s stated chosen GP
		
Weekly
		
National, Region
		


	
	

		


		


		


	
	

		
KPI4
		
Accuracy of testing
		
 The number of corrupted tests caused by the action or inaction of the CONTRACTOR.
		
Weekly
		
National, Region
		


	
	

		
KPI5.1
		
Volume of accessible field force
		
The field force will be adequate to meet all required actions
		
Weekly
		
National, Region
		


	
	

		


		


		


	
	

		
KPI5.2
		
The field force will be adequate to meet all required actions at evening2 and weekends
		
Weekly
		
National, Region
		


	
	

		


		


		


	
	

		
KPI 5.3
		
Field Worker availability
		
Number of unassigned appointments
		
Weekly
		
National, Region
		


	
	

		
KPI6
		
Issue resolution and complaints
		
Time taken to successfully rectify   issues and complaints.
		
Weekly
		
National, Region
		


	
	

		
KPI7
		
 Complaints
		
The number of complaints made
		
Weekly
		
National, Region
		


	
	

		
KPI8
		
Management Information
		
The information which the CONTRACTOR will send to the AUTHORITY to demonstrate its compliance with obligations.
		
Weekly
		
National, Region
		


	
	

		
KPI9
		
Response to queries
		
Time to answer the telephone in contact centre
		
Weekly
		
National, Region
		


	
	

		
KPI10
		
Data transfer to external sources
		
Data transfer requests from external bodies are actioned in a timely manner (for example DHSC)
		
Weekly
		
National, Region
		


	
	

		


		


		


		


		


		


	
	

		
Performance Indicators
		


		


		


		


		


	
	

		
UID
		
Performance Indicator
		
Calculation of the PI
		


		


		


	
	

		
PI1
		
All equipment is available to field force to allow them to conduct appointments successfully, insofar this is in the reasonable control of CONTRACTOR
		
Number of appointments cancelled as a result of non-provision of equipment.
		
Weekly
		


		


	
	

		
PI2
		
Social media responsiveness
		
Percentage of social media posts responded to within the target time frame.
		
Weekly
		


		


	
	

		
PI3
		
Disaster recovery
		
Number of occasions of failure in accordance with the Disaster Recovery and Business Continuity Plan
		
Weekly
		


		


	
	

		
PI4
		
Benchmarking, cost saving and Continuous Improvement
		
Compliance with Benchmarking, cost saving and Continuous Improvement provisions 
		
Monthly
		


		


	
	

		
PI5
		
Email addresses
		
Accurate collection of email addresses for all households
		
Weekly
		


		


	
	

		
PI6
		
Efficient utilisation of Issued Property
		
The CONTRACTOR shall produce a monthly report detailing the Staff utilising the largest 5% of Issued Property.
		
Monthly
		


		


	
	

		
PI7
		
Invoicing
		
Invoices shall be accurate and compliance-checked before submission. 
		
Monthly
		


		


	
	

		
PI8
		
Training
		
All required training for CONTRACTOR staff shall be completed in advance of need.
		
Weekly
		


		


	
	

		
PI9
		
Response to queries
		
Time to answer the telephone in contact centre
		
Weekly
		


		


	
	

		
PI10
		
Time to return missed calls
		
Calls must be returned within 1 working day. 
		
Weekly
		


		


	
	

		
PI11
		
Household completion rate
		
Number of completed household as a percentage of scheduled households
		
Weekly
		


		


	
	

		
PI12
		
Field worker completion rate
		
Percentage of field workers completing appointments
		
Weekly
		


		


	



Sheet 3: Visit records

	
	
	

		
Flat visit record file containing following fields/values
		


	
	

		


		


	
	

		
Field
		
Values
	
	

		
Household ID
		


	
	

		
Individual ID
		


	
	

		
Visit ID
		


	
	

		
Worker ID
		


	
	

		
Visit number
		


	
	

		
Visit status
		


	
	

		


		
Completed
	
	

		


		
Patient did not attend
	
	

		


		
Scheduled
	
	

		


		
Withdrawn
	
	

		


		
Cancelled
	
	

		


		
Re-scheduled
	
	

		
Visit date/time
		


	
	

		
Study wave (number)
		


	
	

		
Study type
		


	
	

		


		
Blood
	
	

		


		
Blood & swab
	
	

		
Country
		


	
	

		
Postcode