Key Performance Indicators (KPIs) for Work and Income Case Managers and Service Centre Managers
Jeremy Roundill made this Official Information request to Ministry of Social Development
The request was successful.
From: Jeremy Roundill
Dear Ministry of Social Development,
In accordance with the Official Information Act, I request information regarding the performance indicators, including all key performance indicators, that are used to assess Work and Income staff. These include, but are not limited to, client exit rates.
Specifically, the information required is as follows:
1. A list of all performance indicators, with key performance indicators marked, for each different role within Work and Income including, but not limited to,
(a) Case Managers - separated by the different case manager roles (i.e. those working with clients with disabilities, Youth Service, etc.)
(b) Call Centre Workers - again separated by the different roles within that
(c) Service Centre Managers
(d) Assistant Service Centre Managers
(e) Trainers
2. For each of the performance indicators, for each of the roles;
(a) The targets set in place
(b) Any minimum targets
(c) The average for each role
(d) The maximum achieved
Yours faithfully,
Jeremy Roundill
From: OIA_Requests (MSD)
Ministry of Social Development
Tēnā koe Jeremy Roundill
Thank you for your email received 1 July 2016, under the Official Information Act 1982. Your request has been forwarded to the appropriate officials at National office to respond. You may expect a response to be sent to you as soon as possible.
Nā mātou noa, nā
Official and Parliamentary Information team | Ministerial and Executive Services
Ministry of Social Development
Our Purpose:
We help New Zealanders to help themselves to be safe, strong and independent
Ko ta mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū motuhake
-----Original Message-----
From: Jeremy Roundill [mailto:[FOI #4196 email]]
Sent: Thursday, 30 June 2016 4:24 p.m.
To: OIA_Requests (MSD)
Subject: Official Information request - Key Performance Indicators (KPIs) for Work and Income Case Managers and Service Centre Managers
Dear Ministry of Social Development,
In accordance with the Official Information Act, I request information regarding the performance indicators, including all key performance indicators, that are used to assess Work and Income staff. These include, but are not limited to, client exit rates.
Specifically, the information required is as follows:
1. A list of all performance indicators, with key performance indicators marked, for each different role within Work and Income including, but not limited to,
(a) Case Managers - separated by the different case manager roles (i.e. those working with clients with disabilities, Youth Service, etc.)
(b) Call Centre Workers - again separated by the different roles within that
(c) Service Centre Managers
(d) Assistant Service Centre Managers
(e) Trainers
2. For each of the performance indicators, for each of the roles;
(a) The targets set in place
(b) Any minimum targets
(c) The average for each role
(d) The maximum achieved
Yours faithfully,
Jeremy Roundill
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This email and any attachments may contain information that is confidential and subject to legal privilege. If you are not the intended recipient, any use, dissemination, distribution or duplication of this email and attachments is prohibited. If you have received this email in error please notify the author immediately and erase all copies of the email and attachments. The Ministry of Social Development accepts no responsibility for changes made to this message or attachments after transmission from the Ministry.
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From: Jeremy Roundill
Dear Ministry of Social Development,
Today is the 20th working day since 1 July 2016, the response date detailed in s15(1) of the Official Information Act 1982.
Please respond with the status of this Official Information Act request.
Yours sincerely,
Jeremy Roundill
From: OIA_Requests (MSD)
Ministry of Social Development
Dear Mr Roundill
On 1 July 2016, we received your email to the Ministry requesting, under
the Official Information Act 1982, the following information:
1. A list of all performance indicators, with key performance indicators
marked, for each different role within Work and Income including, but not
limited to,
(a) Case Managers - separated by the different case manager roles (i.e.
those working with clients with disabilities, Youth Service, etc.)
(b) Call Centre Workers - again separated by the different roles within
that
(c) Service Centre Managers
(d) Assistant Service Centre Managers
(e) Trainers
2. For each of the performance indicators, for each of the roles;
(a) The targets set in place
(b) Any minimum targets
(c) The average for each role
(d) The maximum achieved
This email confirms that the Ministry has identified information in scope
of your request and will respond accordingly. This information is
currently being processed under the Official Information Act.
You will be provided with information on the Performance Development and
Assessment (PDA) system, which the Ministry has developed to support
clear, supportive and constructive communication between managers and
staff about performance expectations, standards, and ongoing training and
development; and information on the Service Delivery Performance Model,
which describes our strategic outcomes in terms of key measures and
indicators. The response will include detailed information about
performance indicators and results.
A full response will be provided to you as soon as practicably possible.
Regards,
Ministerial & Executive Services
Te Manatu Whakahiato Ora | Ministry of Social Development
------------------------------- This email and any attachments may contain
information that is confidential and subject to legal privilege. If you
are not the intended recipient, any use, dissemination, distribution or
duplication of this email and attachments is prohibited. If you have
received this email in error please notify the author immediately and
erase all copies of the email and attachments. The Ministry of Social
Development accepts no responsibility for changes made to this message or
attachments after transmission from the Ministry.
-------------------------------
From: OIA_Requests (MSD)
Ministry of Social Development
Tēnā koe Mr Jeremy Roundill
Please find attached the Ministry's response to your Official Information Act request
Nā mātou noa, nā
Official and Parliamentary Information team | Ministerial and Executive Services
Ministry of Social Development
Our Purpose:
We help New Zealanders to help themselves to be safe, strong and independent
Ko ta mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū motuhake
-------------------------------
This email and any attachments may contain information that is confidential and subject to legal privilege. If you are not the intended recipient, any use, dissemination, distribution or duplication of this email and attachments is prohibited. If you have received this email in error please notify the author immediately and erase all copies of the email and attachments. The Ministry of Social Development accepts no responsibility for changes made to this message or attachments after transmission from the Ministry.
-------------------------------
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From: Jeremy Roundill
Tēnā koe Ruth,
Just to clarify, part 1 of my request asked for "A list of all performance indicators, with key performance indicators marked, for each different role within Work and Income including, but not limited to, ...".
You have responded with Performance Indicators for the following roles:
Case Manager, Local Services, Senior Services
Case Manager, Housing
Case Manager, Integrated Services
Customer Service Representative, Contact Centre
Training Manager, Contact Centre
Trainer, Contact Centre
Trainer, Service Centre
I am aware of other roles and performance indicators which are not listed. Your response, however, does not indicate the existence of any other performance indicators. My request was for all performance indicators for each role within Work and Income, so your response implicitly states that these are the only roles with performance indicators within Work and Income.
Are you able to clarify that these roles are the only roles with performance indicators as implicitly stated in your initial response?
Nāku noa nā,
Jeremy Roundill
From: OIA_Requests (MSD)
Ministry of Social Development
Tēnā koe Mr Jeremy Roundill
Thank you for your email received 13 September 2016, under the Official Information Act 1982. Your request will need to be lodged as a new request under the Official Information Act and as such, has been forwarded to the appropriate officials at National office to respond. You may expect a response to be sent to you as soon as possible.
Nā mātou noa, nā
Official and Parliamentary Information team | Ministerial and Executive Services
Ministry of Social Development
Our Purpose:
We help New Zealanders to help themselves to be safe, strong and independent
Ko ta mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū motuhake
-----Original Message-----
From: Jeremy Roundill [mailto:[FYI request #4196 email]]
Sent: Tuesday, 13 September 2016 12:49 p.m.
To: OIA_Requests (MSD)
Subject: Re: 20160819 OIA Response ROUNDILL
Tēnā koe Ruth,
Just to clarify, part 1 of my request asked for "A list of all performance indicators, with key performance indicators marked, for each different role within Work and Income including, but not limited to, ...".
You have responded with Performance Indicators for the following roles:
Case Manager, Local Services, Senior Services Case Manager, Housing Case Manager, Integrated Services Customer Service Representative, Contact Centre Training Manager, Contact Centre Trainer, Contact Centre Trainer, Service Centre
I am aware of other roles and performance indicators which are not listed. Your response, however, does not indicate the existence of any other performance indicators. My request was for all performance indicators for each role within Work and Income, so your response implicitly states that these are the only roles with performance indicators within Work and Income.
Are you able to clarify that these roles are the only roles with performance indicators as implicitly stated in your initial response?
Nāku noa nā,
Jeremy Roundill
-----Original Message-----
Tēnā koe Mr Jeremy Roundill
Please find attached the Ministry's response to your Official Information Act request
Nā mātou noa, nā
Official and Parliamentary Information team | Ministerial and Executive Services Ministry of Social Development
Our Purpose:
We help New Zealanders to help themselves to be safe, strong and independent Ko ta mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū motuhake
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FYI request #4196 email]
Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://fyi.org.nz/help/officers
If you find this service useful as an Official Information officer, please ask your web manager to link to us from your organisation's OIA or LGOIMA page.
-------------------------------------------------------------------
-------------------------------
This email and any attachments may contain information that is confidential and subject to legal privilege. If you are not the intended recipient, any use, dissemination, distribution or duplication of this email and attachments is prohibited. If you have received this email in error please notify the author immediately and erase all copies of the email and attachments. The Ministry of Social Development accepts no responsibility for changes made to this message or attachments after transmission from the Ministry.
-------------------------------
hide quoted sections
From: OIA_Requests (MSD)
Ministry of Social Development
Dear Jeremy,
Please accept our apologises for the delay in responding to your follow up request.
You have been supplied with the Key Performance Indicators for a number of frontline Work and Income roles. I have attached the PDA for Work Brokers and the link to 'on Track', the personal development tool for Service Centre Managers and Assistant Service Centre Managers.
http://doogle.ssi.govt.nz/working-here/w...
Key Performance Indicators are designed to support staff to ensure the Ministry for Social Development's core objectives. This includes providing clients with a quality service, including their full and correct entitlement to income support. We also support clients to assist them into employment.
A national Key Performance Indicator target is not established for individual staff to achieve a specific number of client exits. Employment opportunities and outcomes vary according to local labour market conditions. Staff in various roles (such as Case Managers and Work Brokers) support clients to help them obtain work and this is an important expectation of many of our frontline roles. For example, in the Work Broker PDA you will note:
“Client Outcomes: contributes to the region’s targeted benefit register reductions, through profiling and placing clients into work.” Expectations to achieve this KPI would be established between the manager and staff member according to relevant local conditions and circumstances.
Staff do not receive performance bonuses for placing clients into work or for removing them from benefit.
Nā mātou noa, nā
Official and Parliamentary Information team | Ministerial and Executive Services
Ministry of Social Development
Our Purpose:
We help New Zealanders to help themselves to be safe, strong and independent
Ko ta mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū motuhake
-----Original Message-----
From: Jeremy Roundill [mailto:[FYI request #4196 email]]
Sent: Tuesday, 13 September 2016 12:49 p.m.
To: OIA_Requests (MSD)
Subject: Re: 20160819 OIA Response ROUNDILL
Tēnā koe Ruth,
Just to clarify, part 1 of my request asked for "A list of all performance indicators, with key performance indicators marked, for each different role within Work and Income including, but not limited to, ...".
You have responded with Performance Indicators for the following roles:
Case Manager, Local Services, Senior Services Case Manager, Housing Case Manager, Integrated Services Customer Service Representative, Contact Centre Training Manager, Contact Centre Trainer, Contact Centre Trainer, Service Centre
I am aware of other roles and performance indicators which are not listed. Your response, however, does not indicate the existence of any other performance indicators. My request was for all performance indicators for each role within Work and Income, so your response implicitly states that these are the only roles with performance indicators within Work and Income.
Are you able to clarify that these roles are the only roles with performance indicators as implicitly stated in your initial response?
Nāku noa nā,
Jeremy Roundill
-----Original Message-----
Tēnā koe Mr Jeremy Roundill
Please find attached the Ministry's response to your Official Information Act request
Nā mātou noa, nā
Official and Parliamentary Information team | Ministerial and Executive Services Ministry of Social Development
Our Purpose:
We help New Zealanders to help themselves to be safe, strong and independent Ko ta mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū motuhake
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FYI request #4196 email]
Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://fyi.org.nz/help/officers
If you find this service useful as an Official Information officer, please ask your web manager to link to us from your organisation's OIA or LGOIMA page.
-------------------------------------------------------------------
-------------------------------
This email and any attachments may contain information that is confidential and subject to legal privilege. If you are not the intended recipient, any use, dissemination, distribution or duplication of this email and attachments is prohibited. If you have received this email in error please notify the author immediately and erase all copies of the email and attachments. The Ministry of Social Development accepts no responsibility for changes made to this message or attachments after transmission from the Ministry.
-------------------------------
hide quoted sections
From: Jeremy Roundill
Tēnā koe,
The link http://doogle.ssi.govt.nz/working-here/w... appears to be an intranet page. As it is not available to the wider internet, please download the page and include it as an attachment.
As parts 2c and 2d of my initial request were refused under s18(f), can you please supply your considerations under s18A(1)(a) and s18A(1)(b)?
Thank you for the additional information, however you have not provided any clarification on the point of my initial request being fulfilled. Part 1 of my request asked for "A list of all performance indicators, with key performance indicators marked, for each different role within Work and Income including, but not limited to, ...".
You responded "You have been supplied with the Key Performance Indicators for a number of frontline Work and Income roles."
I have not requested "Key Performance Indicators for a number of frontline Work and Income roles", but "A list of all performance indicators, with key performance indicators marked, for each different role within Work and Income".
It is important to note this distinction. I have requested KPIs for all roles, not some roles. As such, my initial request has not been fulfilled.
For the purposes of ease in handling complaints with the Office of the Ombudsman, please provide me with your internal reference numbers for these OIA requests.
Nā,
Jeremy Roundill
From: Jeremy Roundill
Tēnā koe,
I have not yet received a response to my email dated 12 October 2016.
Please provide me a timeframe in which I can expect a response.
Nā,
Jeremy Roundill
From: Jeremy Roundill
Tēnā koutou,
Can you please follow up on my email dated 12 October?
Nā,
Jeremy Roundill
Jeremy Roundill left an annotation ()
Received a response from MSD with regard to this OIA request:
Also I am also working through your other query about KPI’s for all Work and Income staff. HR are helping me with this but they have only come back to me with some roles, not all roles. Following up with them now.
Regards,
Bridget
Bridget Saunders
Jeremy Roundill left an annotation ()
Responded to Bridget over my personal email:
Tēnā koe Bridget,
Thank you for your response. I look forward to the outcome of both requests.
With regards to the KPI question, I am particularly interested in KPIs related to getting people off benefits. Do you have any suggestions in how I could go about getting this information? I realise the OIA is a bit of a blunt tool for finding out information about government departments, as you have to be quite broad in your request to find out the information you want.
I'm currently considering either sending an OIA request to the Service Centre Managers around Auckland, or possibly to the Regional Commissioner asking for the KPIs implemented in each Service Centre for case managers. Do you have any advice for making this request?
Ngā mihi nui ki a koe
Nā,
Jeremy
Jeremy Roundill left an annotation ()
Another response from Bridget:
Hi Jeremy
Thanks for coming back to me and clarifying what you are looking for. I will speak with HR on Monday and get their advice and come back to you.
Thanks for your patience.
Have a nice weekend.
Regards,
Bridget
Bridget Saunders
Senior Advisor, Ministerial and Executive Services
Ministry of Social Development
Jeremy Roundill left an annotation ()
And my response:
Tēnā koe Bridget,
Just to be clear, the previous email is not a clarification of my previous request, or a restriction on the information I am requesting. I ask these questions with regard to a follow-up OIA request I plan to lodge in the future.
From: OIA_Requests (MSD)
Ministry of Social Development
20161202 OIA Response part 1 ROUNDILL.pdf
4.4M
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View as HTML
20161202 OIA Response part 2 ROUNDILL.pdf
9.3M
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Tēnā koe Mr Jeremy Roundill
Please find attached the Ministry's response to your questions around KPIs.
Nā mātou noa, nā
Official and Parliamentary Information team | Ministerial and Executive Services
Ministry of Social Development
Our Purpose:
We help New Zealanders to help themselves to be safe, strong and independent
Ko ta mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū motuhake
-----Original Message-----
From: OIA_Requests (MSD)
Sent: Tuesday, 11 October 2016 2:27 p.m.
To: 'Jeremy Roundill'
Subject: RE: 20160819 OIA Response ROUNDILL
Dear Jeremy,
Please accept our apologises for the delay in responding to your follow up request.
You have been supplied with the Key Performance Indicators for a number of frontline Work and Income roles. I have attached the PDA for Work Brokers and the link to 'on Track', the personal development tool for Service Centre Managers and Assistant Service Centre Managers.
http://doogle.ssi.govt.nz/working-here/w...
Key Performance Indicators are designed to support staff to ensure the Ministry for Social Development's core objectives. This includes providing clients with a quality service, including their full and correct entitlement to income support. We also support clients to assist them into employment.
A national Key Performance Indicator target is not established for individual staff to achieve a specific number of client exits. Employment opportunities and outcomes vary according to local labour market conditions. Staff in various roles (such as Case Managers and Work Brokers) support clients to help them obtain work and this is an important expectation of many of our frontline roles. For example, in the Work Broker PDA you will note:
“Client Outcomes: contributes to the region’s targeted benefit register reductions, through profiling and placing clients into work.” Expectations to achieve this KPI would be established between the manager and staff member according to relevant local conditions and circumstances.
Staff do not receive performance bonuses for placing clients into work or for removing them from benefit.
Nā mātou noa, nā
Official and Parliamentary Information team | Ministerial and Executive Services
Ministry of Social Development
Our Purpose:
We help New Zealanders to help themselves to be safe, strong and independent Ko ta mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū motuhake
-----Original Message-----
From: Jeremy Roundill [mailto:[FYI request #4196 email]]
Sent: Tuesday, 13 September 2016 12:49 p.m.
To: OIA_Requests (MSD)
Subject: Re: 20160819 OIA Response ROUNDILL
Tēnā koe Ruth,
Just to clarify, part 1 of my request asked for "A list of all performance indicators, with key performance indicators marked, for each different role within Work and Income including, but not limited to, ...".
You have responded with Performance Indicators for the following roles:
Case Manager, Local Services, Senior Services Case Manager, Housing Case Manager, Integrated Services Customer Service Representative, Contact Centre Training Manager, Contact Centre Trainer, Contact Centre Trainer, Service Centre
I am aware of other roles and performance indicators which are not listed. Your response, however, does not indicate the existence of any other performance indicators. My request was for all performance indicators for each role within Work and Income, so your response implicitly states that these are the only roles with performance indicators within Work and Income.
Are you able to clarify that these roles are the only roles with performance indicators as implicitly stated in your initial response?
Nāku noa nā,
Jeremy Roundill
-----Original Message-----
Tēnā koe Mr Jeremy Roundill
Please find attached the Ministry's response to your Official Information Act request
Nā mātou noa, nā
Official and Parliamentary Information team | Ministerial and Executive Services Ministry of Social Development
Our Purpose:
We help New Zealanders to help themselves to be safe, strong and independent Ko ta mātou he whakamana tangata kia tū haumaru, kia tū kaha, kia tū motuhake
-------------------------------------------------------------------
Please use this email address for all replies to this request:
[FYI request #4196 email]
Disclaimer: This message and any reply that you make will be published on the internet. Our privacy and copyright policies:
https://fyi.org.nz/help/officers
If you find this service useful as an Official Information officer, please ask your web manager to link to us from your organisation's OIA or LGOIMA page.
-------------------------------------------------------------------
-------------------------------
This email and any attachments may contain information that is confidential and subject to legal privilege. If you are not the intended recipient, any use, dissemination, distribution or duplication of this email and attachments is prohibited. If you have received this email in error please notify the author immediately and erase all copies of the email and attachments. The Ministry of Social Development accepts no responsibility for changes made to this message or attachments after transmission from the Ministry.
-------------------------------
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Jeremy Roundill left an annotation ()
As my request has not been fulfilled within the 20 working day limit I have made a complaint to the Ombudsman.
Link to this