❓ Mr Logan questions the Department of Housing on its compliance with KPIs for maintenance work across WA regions. The response provides detailed regional compliance data for various maintenance categories for May 2013, highlighting areas where targets are not being met.
AnsweredQoN 764Legislative Assembly
QuestionView source ↗
With reference to the key performance indicators (KPI) under the head contractor model of Department of Housing maintenance for jobs to be completed within required time frames, I ask: (a) what was the compliance rate against the KPI for emergency work by region for the most recent month of available data; (b) what was the compliance rate against the KPI for priority work by region for the most recent month of available data; (c) what was the compliance rate against the KPI for routine work by region for the most recent month of available data; (d) what was the compliance rate against the KPI for completion of major works by region for the most recent month of available data; (e) what was the compliance rate against the KPI for completion of vacant premises by region for the most recent month of available data; (f) what was the compliance rate against the KPI for submission of invoices by region for the most recent month of available data; and (g) what was the compliance rate against the KPI for submission of quality assurance reports by region for the most recent month of available data?
AnswerView source ↗
Answered
8 August 2013
Responded by
Minister for Housing
Response time
50 days
It is important for the Member to be aware that the Department of Housing provides maintenance services to more than 40,000 properties issuing 20,000 job orders every month.
It is also important to remember that under the previous model there were no formal compliance measures.
KPIs are based on paid job orders processed in the system.
The Department of Housing advises that for the month of May 2013:
(a)
KPI compliance figures for emergency work is as follows:
East Kimberley - 85 per cent
Goldfields - 89 per cent
West Kimberley - 89 per cent
Metro Fremantle - 68 per cent
Metro North - 72 per cent
Metro South East - 69 per cent
Midwest - 70 per cent
Pilbara - 58 per cent
Southern - 53 per cent
Southwest - 89 per cent
Wheatbelt - 92 per cent
Note: Emergency compliance under the current Service Level Agreement (SLA) is
95 per cent.
Emergency work timeline is 3 hours.
Emergency maintenance is carried out to protect the tenant's health, safety or security; and to protect the property from further damage.
(b)
KPI compliance figures for priority work is as follows:
East Kimberley - 66 per cent
Goldfields - 61 per cent
West Kimberley - 68 per cent
Metro Fremantle - 64 per cent
Metro North - 70 per cent
Metro South East - 64 per cent
Midwest - 54 per cent
Pilbara - 37 per cent
Southern - 68 per cent
Southwest - 78 per cent
Wheatbelt - 65 per cent
Note: Priority compliance under the current SLA is 76 per cent
Priority work timeline is 48 hours.
Priority maintenance is carried out where there is impaired use of the dwelling; and/or where a delay in repair could result in further damage and increased repair costs.
(c)
KPI compliance figures for routine work is as follows:
East Kimberley - 76 per cent
Goldfields - 58 per cent
West Kimberley - 72 per cent
Metro Fremantle - 76 per cent
Metro North - 79 per cent
Metro South East - 81 per cent
Midwest - 75 per cent
Pilbara - 61 per cent
Southern - 71 per cent
Southwest - 78 per cent
Wheatbelt - 68 per cent
Note: Routine compliance under the current SLA is 76 per cent
Routine work timeline is 14 calendar days.
Routine maintenance is carried out when components are not working; where the safety, health and security of the tenant is not at risk; or where the property is not at risk of sustaining further damage.
(d)
KPI compliance figures for major works is as follows:
East Kimberley - 89 per cent
Goldfields - 21 per cent
West Kimberley - 100 per cent
Metro Fremantle - 98 per cent
Metro North - 69 per cent
Metro South East - 72 per cent
Midwest - 70 per cent
Pilbara - 50 per cent
Southern - 25 per cent
Southwest - 55 per cent
Wheatbelt - 23 per cent
Note: Major works compliance under the current SLA is 76 per cent
Major work timeline is 28 calendar days.
(e)
KPI compliance figures for vacants is as follows:
East Kimberley - 79 per cent
Goldfields - 69 per cent
West Kimberley - 83 per cent
Metro Fremantle - 81 per cent
Metro North - 73 per cent
Metro South East - 66 per cent
Midwest - 76 per cent
Pilbara - 60 per cent
Southern - 64 per cent
Southwest - 85 per cent
Wheatbelt - 80 per cent
Note: Vacants compliance under the current SLA is 76 per cent
(f)
KPI compliance figures for timeliness of invoicing is as follows:
East Kimberley - 64 per cent
Goldfields- 76 per cent
West Kimberley - 68 per cent
Metro Fremantle - 89 per cent
Metro North - 84 per cent
Metro South East - 86 per cent
Midwest - 80 per cent
Pilbara - 57 per cent
Southern - 59 per cent
Southwest - 78 per cent
Wheatbelt - 74 per cent
Note: Timeliness of invoicing compliance under the current SLA is 100 per cent
(g)
Compliance rates are not assessed for this KPI. Compliance is based upon audit findings and timeliness of completed data.
It is also important to remember that under the previous model there were no formal compliance measures.
KPIs are based on paid job orders processed in the system.
The Department of Housing advises that for the month of May 2013:
(a)
KPI compliance figures for emergency work is as follows:
East Kimberley - 85 per cent
Goldfields - 89 per cent
West Kimberley - 89 per cent
Metro Fremantle - 68 per cent
Metro North - 72 per cent
Metro South East - 69 per cent
Midwest - 70 per cent
Pilbara - 58 per cent
Southern - 53 per cent
Southwest - 89 per cent
Wheatbelt - 92 per cent
Note: Emergency compliance under the current Service Level Agreement (SLA) is
95 per cent.
Emergency work timeline is 3 hours.
Emergency maintenance is carried out to protect the tenant's health, safety or security; and to protect the property from further damage.
(b)
KPI compliance figures for priority work is as follows:
East Kimberley - 66 per cent
Goldfields - 61 per cent
West Kimberley - 68 per cent
Metro Fremantle - 64 per cent
Metro North - 70 per cent
Metro South East - 64 per cent
Midwest - 54 per cent
Pilbara - 37 per cent
Southern - 68 per cent
Southwest - 78 per cent
Wheatbelt - 65 per cent
Note: Priority compliance under the current SLA is 76 per cent
Priority work timeline is 48 hours.
Priority maintenance is carried out where there is impaired use of the dwelling; and/or where a delay in repair could result in further damage and increased repair costs.
(c)
KPI compliance figures for routine work is as follows:
East Kimberley - 76 per cent
Goldfields - 58 per cent
West Kimberley - 72 per cent
Metro Fremantle - 76 per cent
Metro North - 79 per cent
Metro South East - 81 per cent
Midwest - 75 per cent
Pilbara - 61 per cent
Southern - 71 per cent
Southwest - 78 per cent
Wheatbelt - 68 per cent
Note: Routine compliance under the current SLA is 76 per cent
Routine work timeline is 14 calendar days.
Routine maintenance is carried out when components are not working; where the safety, health and security of the tenant is not at risk; or where the property is not at risk of sustaining further damage.
(d)
KPI compliance figures for major works is as follows:
East Kimberley - 89 per cent
Goldfields - 21 per cent
West Kimberley - 100 per cent
Metro Fremantle - 98 per cent
Metro North - 69 per cent
Metro South East - 72 per cent
Midwest - 70 per cent
Pilbara - 50 per cent
Southern - 25 per cent
Southwest - 55 per cent
Wheatbelt - 23 per cent
Note: Major works compliance under the current SLA is 76 per cent
Major work timeline is 28 calendar days.
(e)
KPI compliance figures for vacants is as follows:
East Kimberley - 79 per cent
Goldfields - 69 per cent
West Kimberley - 83 per cent
Metro Fremantle - 81 per cent
Metro North - 73 per cent
Metro South East - 66 per cent
Midwest - 76 per cent
Pilbara - 60 per cent
Southern - 64 per cent
Southwest - 85 per cent
Wheatbelt - 80 per cent
Note: Vacants compliance under the current SLA is 76 per cent
(f)
KPI compliance figures for timeliness of invoicing is as follows:
East Kimberley - 64 per cent
Goldfields- 76 per cent
West Kimberley - 68 per cent
Metro Fremantle - 89 per cent
Metro North - 84 per cent
Metro South East - 86 per cent
Midwest - 80 per cent
Pilbara - 57 per cent
Southern - 59 per cent
Southwest - 78 per cent
Wheatbelt - 74 per cent
Note: Timeliness of invoicing compliance under the current SLA is 100 per cent
(g)
Compliance rates are not assessed for this KPI. Compliance is based upon audit findings and timeliness of completed data.
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