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This section is for users who log in using www.servicechannel.eu. If you log in using the global instance, www.servicechannel.com, jump over to Contractor Scorecard CaluclationsCalculations.

Scorecard scores and grades answer many questions about your performance. Overall Grades tell you "How am I doing?" while the Key Performance Indicator Scores answer "Where am I stronger, and where are my areas of improvement?". Let's break down these concepts to learn how scores are calculated on the Scorecard.

Key Performance Indicator (KPI) Scores

The actions that you, as a Provider, do in Service Automation determines your Contractor Scorecard overall grades and scores. These actions are called Key Performance Indicators, or KPIs. When Providers perform these KPIs in a timely fashion they can theoretically receive higher scores.

There are 6 Repair KPIs:

• Dispatch Confirmation: the percentage of work orders (with an ETA of up to 48 hours or less) that service providers respond to in a timely fashion.
• Check-in Compliance: the percentage of completed work orders that have one or more matching check-in(s) and check-out(s), with a minimum check-in time of 10 minutes. Best practice is to check in and out via the same method when possible.
• On-Time Arrival - Schedule Date: the percentage of work orders for which the service provider was on site before the original the date/time generated by the system when the work order was dispatched.
• On-Time Arrival - Updated ETA: the percentage of on-time arrival for work orders with an updated scheduled date.
• First Time Completion: the percentage of work orders that were fixed on the first visit with only 1 check-in and 1 check-out recorded on the same day (or within 24 hours for overnight work orders).

• Invoice Submission (within 30 days): the percentage of work orders with invoice submitted within 30 days of the work order being marked as Completed/Confirmed.
  

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  See Scorecard Repair KPIs - Repair KPIs Tab for a deeper understanding of these KPIs.

  
  

There are 3 Maintenance KPIs: 

• Check-in Compliance: the percentage of completed work orders that have one or more matching check-in(s) and check-out(s), with a minimum check-in time of 10 minutes. Best practice is to check in and out via the same method when possible.
• Schedule Date Entry Confirmation: the percentage of work orders where the scheduled date was updated by the service provider to indicate when the work will be performed (applicable only to Planned Maintenance work orders generated in bulk and with an expiration date).

• Scheduled Work Orders Completed: the percentage of work orders that were completed by the service provider before the expiration date of the work order.
  

  Info
  See Scorecard Maintenance KPIs - Maintenance KPIs Tab for a deeper understanding of these KPIs.

  
  

Calculating KPI Scores and Overall Scores

Each KPI has a calculated Score, which is the percentage of work orders that meet the criteria for that KPI:

Individual KPI Score (%) = Number of Compliant Work Orders ÷ Total Work Orders
(rounded to the nearest whole number)

In other words, of all the work orders assigned to you, how many work orders did you perform "positive" behavior (for example: confirming the dispatch, arriving onsite by the scheduled date or updated scheduled date, or finishing the job the first time).

The sum of all KPI Scores gives an Overall Score:

Overall Score = Sum of all KPI scores ÷ Total number of eligible KPIs

The Overall Score is then mapped to a Grade, which represents overall performance:

Score/Grade Calculation Examples

The formulas are the same for both Repair and Maintenance KPIs:

1. For KPI Scores: Individual KPI Score (%) = # of Compliant Work Orders ÷ Total Work Orders (rounded to the nearest whole number)
2. For the Overall Score: Overall Score = Sum of all KPI scores ÷ Total number of eligible* KPIs
   • Repair work orders have 6 KPIs.
   • Maintenance work orders have 3 KPIs.
   • *When there are no work orders for a specific KPI, that KPI is not included in the calculations. See "Ineligible" KPIs, below, for more information.

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"Ineligible" KPIs

KPIs with no eligible work orders are not included in the Overall Score and Grade calculations. Given the formula

Overall Score = Sum of all KPI scores ÷ Total number of eligible KPIs

if a Provider never confirms a dispatch and instead just checks in onsite, the Dispatch Confirmation KPI will have no data to calculate. Therefore,

• the Dispatch Confirmation KPI will not have a Score, and
• the Total number of eligible KPIs will reduce to 5.