The Scorecard defaults to all providers over a 365-day period. Use the filters to view each Provider individually or to adjust the date range to compare recent performance with past performance. |
Scorecard scores and grades answer many questions about Provider performance. Overall Grades tell you "How are my providers doing?" while the Key Performance Indicator Scores answer "Where are my Providers' strong, and where are their areas of improvement?". Let's break down these concepts to learn how scores are calculated on the Scorecard.
On the Contractor Scorecard, the actions Providers do in Service Automation determine their grades. 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:
Invoice Submission (within 30 days): the percentage of work orders with invoices submitted within 30 days of the work order being marked as Completed. Note that this also includes Completed/Pending Confirmation.
See Scorecard Repair KPIs - Repair KPIs Tab for a deeper understanding of these KPIs. |
There are 3 Maintenance KPIs:
Scheduled Work Orders Completed: the percentage of work orders that were completed by the service provider before the expiration date of the work order.
See Scorecard Maintenance KPIs - Maintenance KPIs Tab for a deeper understanding of these KPIs. |
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 the Provider, how many work orders did the Provider 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:
Providers with less than 10 completed work orders in the past 12 months will show “Needs more work orders” instead of a grade. |
The formulas are the same for both Repair and Maintenance KPIs:
REPAIR KPIs
MAINTENANCE 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,
In Analytics, you will see a null (∅) value in the table for KPIs with no data, and thus are not calculated.
|