Table of Outcomes - FSO 2024. The Grant Recipient will deliver the Funded Activities in accordance with the outcomes in the table below. The Grant Recipient shall report on the following outcomes at the frequency set out below: Provide quality FSO 2024 support • Monthly; • Quarterly; and [Drafting Note: This outcome will be measured by a key performance indicator(s) to be proposed by the Grant Recipient and agreed by the Authority.] • Mid-Year Evaluation Report and End-of-Year Project Report Providing quality FSO 2024 support [Drafting Note: This outcome will be measured by a key performance indicator(s) to be proposed by the Grant Recipient and agreed by the Authority. However, at the minimum the Authority expects the following to be proposed in performance indicators in respect of providing quality FSO 2024 support:] • Number of advisers delivering FSO 2024. • Quarterly Providing quality FSO 2024 support [Drafting Note: This outcome will be measured by a key performance indicator(s) to be proposed by the Grant Recipient and agreed by the Authority. However, at the minimum the Authority expects the following to be proposed in performance indicators in respect of providing quality FSO 2024 support:] • Regular reporting on telephony performance, broken down by: ●Total number of calls to FSO 2024 Line ●Number of calls offered to FSO 2024 Line ●Percentage of calls answered ● Percentage of calls answered within 20 seconds ●Average speed of answer ● Number of abandoned calls (including breakdown by occurrence point). • Monthly; • Quarterly; and • Mid-Year Evaluation Report and End-of-Year Project Report Demonstrating customer satisfaction with FSO 2024 support [Drafting Note: This outcome will be measured by a key performance indicator(s) to be proposed by the Grant Recipient and agreed by the Authority. However, at the minimum the Authority expects the following to be proposed in performance indicators in respect of customer satisfaction with FSO 2024 support]: • Percentage of customers satisfied with FSO 2024 support overall; • Percentage of customers satisfied with ease of access to FSO 2024 support; and • Monthly; • Quarterly; and • Mid-Year Evaluation Report and End-of- Year Project Report • Percentage of customers who would recommend the FSO 2024 support. Understanding more about overall use of the FSO 2024 [Drafting Note: This outcome will be measured by a key performance indicator(s) to be proposed by the Grant Recipient and agreed by the Authority. However, at the minimum the Authority expects the following to be proposed in performance indicators in respect of understanding more about the overall use of the FS0 2024]: Management information: Number of customers helped, broken down by channel and referral route; and • Advice area enquiries (level of support/service element) and average number of issues per customer. ● 4-Weekly; ● Quarterly; and ● Mid-Year Evaluation Report and End-of-Year Project Report Understanding how specific groups use the FSO 2024 [Drafting Note: This outcome will be measured by a key performance indicator(s) to be proposed by the Grant Recipient and agreed by the Authority. However, at the minimum the Authority expects the following to be proposed in performance indicators in respect of understanding how specific groups use the FS0 2024]: • Management information: Breakdown of profile of customers helped, broken down by age, gender, and ethnicity; and • At least one case study which focuses on how the Grant Recipient is helping customers, particularly customers in vulnerable circumstances. • Monthly; • Quarterly; and • Mid-Year Evaluation Report and End-of-Year Project Report Understanding how specific groups use the FSO 2024 [Drafting Note: This outcome will be measured by a key performance indicator(s) to be proposed by the Grant Recipient and agreed by the Authority. However, at the minimum the Authority expects the following to be proposed in performance indicators in respect of understanding how specific groups use the FS0 2024]: • Monthly; • Quarterly; and • Mid-Year Evaluation Report and End-of-Year Project Report • Speed of support (including average length of contact) broken down by - ●Telephone ●Webchat ●Other ●Post contact work Reported by Customer/Conditionality Group. • All Customers broken down by Conditionality Group. Financial and non–financial benefit of FSO 2024 support and advice [Drafting Note: This outcome will be measured by a key performance indicator(s) to be proposed by the Grant Recipient and agreed by the Authority. However, at the minimum the Authority expects the following to be proposed in performance indicators in respect of financial and non-financial benefit of FS0 2024 support and advice]: • financial gain for customers, with clear demonstration of link to the FSO 2024; and • non-financial benefits for customers with clear demonstration of link to the FSO 2024. • Quarterly; and • Mid-Year Evaluation Report and End-of-Year Project Report Value and benefit to society of FSO 2024 support [Drafting Note: This outcome will be measured by a key performance indicator(s) to be proposed by the Grant Recipient and agreed by the Authority. However, at the minimum the Authority expects the following to be proposed in performance indicators in respect of value and benefit to society of FSO 2024]: • Regular reporting on the value and benefit to society of the FSO 2024 support provided. • Mid-Year Evaluation Report and End-of-Year Project Report
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Sources: Grant Funding Agreement, Grant Funding Agreement, Grant Funding Agreement