A large UK transport authority lacked access to a unified view of its performance, with the result that lower levels of management were unclear whether they were meeting the performance network expectations. The data was there, but only accessible through compiling it in a complex and unwieldy manual.
GIROUX developed a series of key performance indicators (KPIs) and identified and collated the data sources into a data warehouse. It then developed a personalised dashboard to enable senior management to measure near-time performance against targets. Improved KPIs, tailored to each key manager’s job, were instrumental in significantly improving customer satisfaction and the operational effectiveness of the service.