what is the PMF?

The performance managment framework (PMF) is a comprehensive online tool that allows public sector contact centres to analyse and review their key performance indicators against the performance of their peers.

The framework is endorsed by the Contact Council of Contact Directors, sponsored by the Cabinet Office and Central Office of Information (COI) and designed and managed by Calcom.

what does it do?
In existence since late 2007, the PMF allows public sector contact centres to come together and measure the same indicators in a similar way and to share the information in a controlled way. This helps the participating contact centres to understand staff, customer service and best performance better and to improve on their value for money efficiency.

what is involved?
Over 250 public sector contact centres supply the PMF with over 100 key data points on a quarterly basis to benchmark their performance against their peers. This data is currently measured through over 20 contact centre metrics to give a clear view of each centre’s performance and where improvements in service or delivery should be made. Contributors include:

• central government departments
• local authorities
• helplines
• housing associations
• emergency services

 

what is happening in the future?
During early 2010, the PMF will extend its performance measurement from contact centres to public sector websites, back office functions and face-to-face operations. This will allow a complete comparison between public sector service channels and assist the development of plans to increase efficiency, effectiveness and value for money while increasing accessibility to services and customer satisfaction.

what do you need to do?
Once you register you will be given a secure login and password that will allow you to enter data directly online, analyse and review your performance metrics against your peers within similar organisations.

If you would like to register to join the PMF community, please follow the link to www.pmfreport.org and complete the online form.

If you would like further information, please email to registration@pmfreport.org