MyScorecard / Contractor Scorecard

    The Contractor Scorecard is a standardized scorecard that includes business critical metrics and KPIs to measure contractor performance. The aim with the scorecard is to show the same scorecard to both contractors and clients and enable a dialogue between them.

     Headline Metrics

    We cover key metrics such as:

    • Count of Work Orders in Open/In Progress

    • Count of current Negative Feedback

    • Count of Current Recall Work Orders

    • Count of invoices submitted

    • Count of Work Orders Completed

    • Work Orders Aging over 14 days

    • Average Time to Invoice

    • Average Full Resolution Time

     Key Performance Indicators (KPI)

    Contractors are scored and ranked on the following KPIs: 

    • Check-In Compliance Rate: This refers to the percentage of successfully completed work orders that have both, a check-in and a check-out from the contractor.  Work orders whose status is listed as Completed, Completed: Pending Confirmation and Completed: Confirmed are selected.  We exclude work orders where Auto-Complete is True and also exclude where the Category is Invoiced Only.  This is an essential measure of service levels because it provides visibility in terms of response time, time onsite etc, transparency when it comes to invoicing and it also reduces administrative work-load by leveraging work flow automations. 

    • First Time Completion Rate: This refers to the percentage of work orders that were fixed on the first visit. Work orders during the day are compliant if they are completed with 1 check in and 1 check out.  Overnight work orders are compliant if the work is completed within 24 hours of check in and check out, there is 1 check in and 1 check out and the check out date is the same as the work date. Work orders whose status is listed as Completed, Completed: Pending Confirmation and Completed: Confirmed are selected.  We exclude work orders where Auto-Complete is True, Category is Invoiced Only, or Category contains "maintenance." A high number of recurring visits can increase costs, decrease service levels and in the worst case scenario, have an impact on operations and sales.

    • Work Order Dispatch Confirmation Rate: This measure is the percentage of Demand category work orders with an ETA of less than 8 hours that are confirmed by the contractor within 1 hour.  Work orders whose status is listed as Completed, Completed: Pending Confirmation and Completed: Confirmed are selected.  We exclude work orders where Auto-Complete is True and Category is Invoiced Only, or Category contains "maintenance".  This is a measure of how effectively contractors confirm that they are able to service an emergency work order assigned to them.  Compliance on behalf of the contractor allows Facility managers and locations to focus on the other critical parts of business operations. 

    • On Time Arrival Rate:  This is the percentage of work orders for which the technician arrived onsite before the scheduled Estimated Time of Arrival (ETA).  Work orders whose status is listed as Completed, Completed: Pending Confirmation and Completed: Confirmed are selected.  We exclude work orders where the Auto-Complete is True and Category is Invoiced Only. This measure is critical because it is directly related to work order management and ensures minimum business losses due to facilities maintenance issues. 

    Grades

    For each of the KPIs above, we have the grade range as shown below. The Overall Grade is an average of the 4 KPIs and follows the same grade range as each of the KPIs. 

    Grade

    KPI Metric Range

    A+ >=90%
    A 80%-89%
    B 60%-79%
    C 25%-59%
    D <25%

     Trends, Graphs and Visuals

    The Contractor Scorecard shows the following visuals: 

    • WO Count Breakdown: The two pie charts show breakdown of work orders by status- completed, invoiced and open, in progress status. This is a great visual indicator for contractors to manage the completed work orders that have not been invoiced as well as those pending completion 

    • Completed Work Order and Average Invoice Trends: This dual-axis graph shows monthly trend of work orders complete as well as average invoice amounts over the past 12 months

    • Top Spend Trades: This bar graph shows the top 10 trades for a particular contractor in terms of Invoice Amount

    SAMPLE CONTRACTOR SCORECARD

    MyScorecard.png

     

     

    For more information on auto delivery of the Scorecard to your email, please see; 

    https://servicechannel.zendesk.com/hc/en-us/articles/204784050