Improving field service metrics and key performance indicators (KPIs) is a top priority for many managers of repairs and maintenance services within social housing organisations. But with so much data available from various sources, it can be difficult to determine which KPIs to focus on. Utilising field service KPIs and analytics can enhance the performance of repairs and maintenance services for social housing providers.
What are KPIs used for?
KPIs allow organisations to track their progress towards specific goals and measure their overall objectives. Social housing providers will typically have KPIs that fall into three categories: customer satisfaction, operational efficiency, and operative performance. KPIs are particularly crucial in identifying problem areas as they can be identified and, by measuring progress over time, fixed and improved.
With an almost infinite number of KPIs to choose from, it’s essential to narrow down the list and focus on the most important metrics for your organisation. Here are 4 essential field service KPIs that social housing providers can use to measure and analyse their repairs and maintenance performance.
4 Field Service KPI Examples:
Optimised processes are at the heart of service delivery so should be continually assessed, which can be done through workflow management software. The goal is to reduce the number of steps in a process to minimise delays, which in turn can help to improve first-time fix rates, and reduce organisational risk. The main unit of measurement for a process is time, including the time to complete the process, and any delays in between steps.
Mobile operatives should spend the optimal time completing repairs and maintenance work rather than completing paperwork or spending too much travelling between jobs. Mobile operatives should be able to easily access all information about a job and easily complete on-site risk assessments and compliance forms without such job admin causing delays. Housing in 2023 will need to focus on risk management, and landlords must be able to effectively manage their compliance obligations and effectively document the compliance works they have undertaken.. Compliance management software can help reduce manual appointment processing and enable evidence to be captured and provided to the back-office and wider team. This provides a single version of the truth for the data that is accessible to the whole team.
Effective job diagnosis is another critical process to consider that can have significant impacts on improving first-time-fix rates. If accurate information is captured at the point a repair is reported, this information can be fed into the job management system which will then automatically assign a mobile operative with the right skills to attend the appointment. Van stock can also be aligned to the job to ensure the operative has the correct parts on the van to complete the repair.
2. Service Delivery
Tracking service delivery metrics is crucial for maximising mobile operative efficiency, especially as landlords aim to do more with less. Comparing service metrics against cost and tracking metrics such as time-to-resolution and downtime, will help you see a true picture of the effectiveness of your service delivery.
By tracking mobile operative travel, response and repair times you will be able to determine your operational efficiency. Identifying KPIs around this will enable you to make service delivery improvements. For example, issues may be identified that are responsible for long repair times. It can also show where additional training might be needed – for example, if a particular operative is taking longer than their colleagues to complete appointments. Plus, with mobile workforce management software, scheduling KPIs can be tracked in real-time enabling you to quickly identify when schedules may be slipping.
3. Customer service
The metrics for customer service are closely related to service delivery metrics and some may in fact feed into both. The difference is that customer service must be viewed from the tenants’ perspective including: the handling of tenant communication, the severity and quantity of complaints, and overall customer satisfaction scores and feedback. Combined, these factors can give a deep understanding of how your service is being perceived by your tenants.
Measuring average response times to repairs and maintenance requests, for example, allows you to identify areas for improvement and increase customer satisfaction.
This measure offers a broader snapshot of your service operations. The factors you choose will vary as efficiency is subjective. Ultimately, it will come down to how you define success. But one measure which should be consistently captured is around process delays – so the number of times an alert is raised, the number of reminders and the number of staff involved in a particular process.
Aside from the mobile operatives themselves, you must also measure field service KPIs related to parts and stock. Inventory management KPIs, like the number of ordered parts that are returned unused, can give you important insights about productivity and costs. Automated systems – such as those that allow for automatic re-ordering of parts, for example – can then help you solve any issues identified by analysing these KPIs.
Maximising the benefits of KPIs for mobile workforce management
Although field service KPIs are mostly used from a management perspective, they can deliver significant improvements for your workforce as well. Managers can use the collected data to incentivise employees, setting realistic but ambitious targets, depending on the current performance. With reliable data to hand, managers can base their decisions on actual performance and results.
After identifying the most important KPIs for your organisation, it will be important to communicate them to both the mobile operatives and back-office team.
Maintaining a field service management system that accurately tracks, records, and reports on these KPIs and analytics is also crucial. Each metric should provide deeper insights for further analysis, leading to actionable insights and evidence-based decision-making. This review process should be ongoing and integrated into your continuous improvement strategy.
Learn how Oneserve can assist you in gathering and reporting on the necessary data to effectively monitor your KPIs by speaking to a member of our expert team today.