Monitoring and evaluating performance

Your organisation monitors how your staff handle requests and you use that information to make improvements.

Best Practice


  • The team responsible for managing requests meet regularly to discuss any issues.

  • Your organisation produces regular reports on performance and case quality assessments to ensure that requests are handled appropriately.

  • Reports are shared with senior management and are reviewed and actioned at appropriate meetings.

  • Your organisation analyses any trends in the nature or cause of requests to improve performance or reduce volumes.


Accountability Check


  1. Are management reports easy to understand?

  2. Are senior management updated about current performance?

  3. Are the actions clear and are they followed up?