Provider Metrics

In this section the individual metrics are discussed one at a time in terms of what they show and how they are calculated.

Provider Metrics Calculations

• This measure will look at the percentage of work orders that were started before the response_SLA

• The calculation will be whether the earliest start_time in the work_events table ocurred after the response_SLA

• If there are no work events, it will use the date service completed for the calculation.

• Statuses to be included: All assigned work orders and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal, Estimate, Quote

• WO Type Exclusions: PPM, Comp Payment Work Orders

Rejected Invoice %

• This measure will show the percentage of work orders that have been rejected during the invoice cycle.

• The calculation will count the work_orders in the invoicing cycle vs how many have had REJECTED history events

• Statuses to be included: All work orders that have completed the invoice lifecycle (bill payment pending and beyond; (including account review statuses)

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal, Estimate, Quote, PPM

• WO Type Exclusions: Comp Payment Work Orders

Recall %

• This measure will show how often a provider is recalled (required to return to site) for whatever reason.

• This will be calculated based on work orders complete or beyond that have had RECALLED history events.

• Statuses to be included: All work orders complete and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal, Estimate, Quote, PPM

• WO Type Exclusions: Comp Payment Work Orders

Quotes Average Submit Time (Days)

• This measure will look at quote work orders and how long it takes a provider to submit a quote that has been requested.

• We can calculate the difference between the time that a quote was requested vs. the time one is submitted/current time if still open

• Statuses to be included: All work orders quote in all status

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Quote

• WO Type Exclusions: Normal, Estimate, PPM, Comp Payment Work Orders

Permit Compliance %

• This measure will look at how compliant a provider is based on their completion of work permits

• We need to only include word orders which are compliant which have had permits completed and approved via Mobile, Kiosk & MPA

• Statuses to be included: All work orders in progress and beyond

• Statuses to be excluded: Cancelled

• Work Order Types: Normal, Estimate, Quote, PPM

• WO Type Exclusions: Comp Payment Work Orders

Reactive Work Orders Within Response SLA

• This measure will look at the percentage of work orders that were started before the response_SLA

• The calculation will be whether the earliest start_time in the work_events table ocurred before the response_SLA

• If there are no work_events, it will use the date_service_completed for the calculation.

• Statuses to be included: All work orders "in progress" and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal

• WO Type Exclusions: Estimate, Quote, PPM, Comp Payment Work Orders

Reactive Work Orders Within Fix SLA

• This measure will look at the percentage of work orders completed within their fix_SLA.

• The calculation will be whether the first COMPLETED history event occurred before the fix_SLA

• NOTE: If a work order is recalled, this will not affect the calculation. We will use the first time the work orders is completed.

• Statuses to be included: All work orders complete and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal

• WO Type Exclusions: Estimate, Quote, PPM, Comp Payment Work Orders

Reactive Work Orders Within Accept SLA

• This measure will look at the percentage of work orders that were accepted before the accept SLA

• The calculation will be whether the date_assigned is before the accept_SLA

• Statuses to be included: All assigned work orders and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal

• WO Type Exclusions: Estimate, Quote, PPM, Comp Payment Work Orders

Compliance %

• This measure will look at how compliant a provider is based on their CPPM work orders

• Statuses to be included: All work orders assigned and beyond

• Statuses to be excluded: Cancelled

• Work Order Types: PPM

• WO Type Exclusions: Normal, Estimate, Quote, Comp Payment Work Orders

Reactive Asset Tag Usage %

• This measure will determine how often work orders are closed using asset tags.

• NOTE: Although this is really a measure of how often work orders are raised with tags, and could be seen as a measure of site, or call centre, we can also see how often work orders are closed with tags.

• In this regard, it is a measure of the provider, since they can enter tags at closure of the work order or at invoice)

• The calculation for this metric is to be the total work orders where an asset tag was indicated / total work orders

• Statuses to be included: Invoiced work orders and beyond (invoice approval, bill payment pending, invoiced etc....)

• Statuses to be excluded: Cancelled, EOL

• Constraints: Limit to tagged asset categories only (look at the flat stored with the category to determine if it is a tagged category)

• Work Order Types: Normal, Estimate, Quote

• WO Type Exclusions: PPM, Comp Payment Work Orders

Reactive Same Day Fix %

• This measure will show what percentage of work orders are completed on the same day they are started.

• This will be determined by comparing the date_created to the first COMPELTED history event for the work order.

• NOTE: This calculation will have ot be done in the sites timezone

• Statuses to be included: All work orders complete and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal

• WO Type Exclusions: Estimate, Quote, PPM, Comp Payment Work Orders

On-site Usage %

• The On-site Usage% will look at how often the kiosk/mpa/mobile/web service is used to close down work orders.

• Basically this is all forms of real time interaction with a work order, rather than EAM usage.

• NOTE: Open to a new name for this? Originally it was kiosk usage%, but that is no longer relevant

• This metric will determine the number of work orders that were actioned on site vs actioned off-site and "after the fact"

• To qualify as being actioned "on site", you will need any start and complete events to be completed via either kiosk/mpa/mobile/web service.

• "On Site" = via Kiosk/MPA/Mobile/Web Service

• "Off Site" = via EAM/EAM Job Complete

• If you have a start that is "on site" and a complete that is "off site" (or vice versae) then you are "off site" - in other words, all start and complete events must be "on site" to qualify as being "on site

• Statuses to be included: Any closed (service complete, pend site review) and beyond work order

• Statuses to be excluded: Cancelled, EOL, all pre-closure statuses (pend, pend accept, assigned, in progress, service incomplete etc...)

• Work Order Types: Normal, Estimate, Quote, PPM

• WO Type Exclusions: Comprehensive Payment Work Orders

Awaiting Invoice %

• This measure will show the percentage of work orders that are awaiting invoicing.

• The calculation will count the work_orders by status groupings of (SERVICE_COMPLETE, REJECTED, COMPLETED) vs all statuses after submission.

• Statuses to be included: Service Complete, Rejected, and Pend Provider Review VS all invoiced statuses

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal, Estimate, Quote, PPM

• WO Type Exclusions: Comp Payment Work Orders

Reactive Average Response Time

• This measure will look at how long it takes between accepting a work order (assigned) and the time to start a work order (go in progress).

• The calculation is the difference between date_assigned and the earliest start_time in the work_events table

• Statuses to be included: All work orders "in progress" and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal

• WO Type Exclusions: Estimate, Quote, PPM, Comp Payment Work Orders

Reactive Average Pause Time (Days)

• This measure will look at all work orders that have been paused during their life cycle and how long they have been on pause for.

• We can calculate the difference between the time that a work order is last paused vs. the time it is completed/current time if still open

• Statuses to be included: All work orders Incomplete and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal, Estimate, Quote

• WO Type Exclusions: PPM, Comp Payment Work Orders

Reactive Average Cost.

• This measure will look at the average level satisfaction of work orders.

• Statuses to be included: Not limited to a list, but the work_orders.total must be > 0 which will basically lock us in to work orders that have been invoiced.

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal - T&M or no contract only

• WO Type Exclusions: Comp Payment Work Orders, Comp Contracts

• Other Exclusions: No Internal Providers, No Capital Expense work orders

Average Time to Invoice.

• This measure will look at how long it takes to invoice a work order after it has been completed.

• The calculation will be the difference between the date_service_completed and the earliest PROV_REVIEWED history event that occurred after the date_service_completed

• If the PROV_REVIEWED history event somehow does not exist, the invoice_due_date will be used.

• Statuses to be included: 1st_Level_Approval and Pend Provider Review (vs all invoiced)

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal, Estimate, Quote, PPM

• WO Type Exclusions: Comp Payment Work Orders

Reactive Average Fix Time

• This measure will look at how long it takes to close a work order.

• The calculation will be the difference between the first completion event on a work order and the assigned/dispatched/created (depending on client config)

• NOTE: If a work order is recalled, this will not affect the calculation. We will use the first time the work orders is completed.

• NOTE: some clients will calculate fix based on assign, some on dispatch, and some on creation (see AST-3678)

• Statuses to be included: All work orders complete and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal

• WO Type Exclusions: Estimate, Quote, PPM, Comp Payment Work Orders

Reactive Average Cost.

• This measure will look at the average net cost of work orders.

• Statuses to be included: Not limited to a list, but the work_orders.total must be > 0 which will basically lock us in to work orders that have been invoiced.

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal - T&M or no contract only

• WO Type Exclusions: Comp Payment Work Orders, Estimate, Quote, PPM, Comp Contracts

• Other Exclusions: No Internal Providers, No Capital Expense work orders

Reactive Average Accept Time

• This measure will look at how long it takes for providers to accept work orders that have been assigned to them (does not matter what contact method).

• The time to accept a work order is to be calculated as the difference between the date_assigned and DISPATCH event time.

• If there was no DISPATCH event (for preferred contact methods that don't use it), then the date_assigned will be used for both sides and thus the accept time will be 0

• Statuses to be included: All assigned work orders and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: Normal

• WO Type Exclusions: Estimate, Quote, PPM, Comp Payment Work Orders

Number of PPM Work Orders Overdue (Fix SLA not met)

• This measure will look at all PPM work orders for a particular contractor and determine what number of those work orders did not meet the Fix SLA

• Statuses to be included: All work orders dispatched and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: PPM

• WO Type Exclusions: Normal, Estimate, Quote, Comp Payment Work Orders

PPM Fix SLA %

• This measure will look at all PPM work orders for a particular contractor and determine what % of those work orders were completed within SLA

• The calculation will be whether the first COMPLETED history event occurred before the fix_SLA

• NOTE: If a work order is recalled, this will not affect the calculation. We will use the first time the work orders is completed.

• Statuses to be included: All work orders complete and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: PPM

• WO Type Exclusions: Estimate, Quote, Normal, Comp Payment Work Orders

PPM Closed Same Day %

• This measure will show what percentage of PPM work orders are completed on the same day they are started.

• This will be determined by comparing the date_created to the first COMPELTED history event for the work order.

• NOTE: This calculation will have ot be done in the sites timezone

• Statuses to be included: All work orders complete and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: PPM

• WO Type Exclusions: Estimate, Quote, Normal, Comp Payment Work Orders

Onsite Usage PPM

• This measure will look at all ppm work orders for a particular contractor and determine what % of those work orders had all work actions performed on site.

• Onsite is defined as being both accurate and within the geofence.

• Statuses to be included: All work orders complete and beyond

• Statuses to be excluded: Cancelled, EOL

• WO Type Inclusions: PPM Work Orders

Onsite Usage Non-PPM

• This measure will look at all non-ppm work orders for a particular contractor and determine what % of those work orders had all work actions performed on site.

• Onsite is defined as being both accurate and within the geofence.

• Statuses to be included: All work orders complete and beyond

• Statuses to be excluded: Cancelled, EOL

• WO Type Exclusions: Comp Payment Work Orders

Onsite Usage All

• This measure will look at all work orders for a particular contractor and determine what % of those work orders had all work actions performed on site.

• Onsite is defined as being both accurate and within the geofence.

• Statuses to be included: All work orders complete and beyond

• Statuses to be excluded: Cancelled, EOL

• WO Type Exclusions: Comp Payment Work Orders

CPPM Document Upload SLA%

• This measure will look at all CPPM work orders for a particular contractor and determine what % of those work orders had the

• required documentation attached to the work order within the SLA.

• IF a work order does not have an Document Upload SLA, that work order will nont be included in the calculation.

• Statuses to be included: All work orders complete and beyond

• Statuses to be excluded: Cancelled, EOL

• Work Order Types: PPM

• WO Type Exclusions: Normal, Estimate, Quote, Comp Payment Work Orders