As part of Xoserve’s drive for operational excellence and to support our ambition to be a truly customer centric organisation, we are introducing a new performance framework to measure our effectiveness in key areas of our services – our Key Value Indicators (KVIs).
This framework – comprising seven specific indicators of our services – was trialled for one month from 1st April, and was implemented on 1st May 2018.
The seven indicators are:
- Issue Resolution
- Change Management
- Relationship Management
- Data Services
- Customer Data Security
- Service Delivery
- Financial Reporting
The indicators were identified following a period of intense engagement with representatives from each of Xoserve’s customer classes, during which we sought to really understand which areas are of most importance to them and how we can focus on delivering an even better service. The KVIs complement our existing Key Performance Indicators (KPIs) which measure how we are performing against our Data Services Contract (DSC) obligations.
More information about the trial will be shared soon, specifically on how we intend to measure and report back on these indicators.
If you have any comments or questions, please speak to your Customer Account Manager.
Click here to view Xoserve’s KVIs, approved by the Contract Management Committee on 18th April.