PSA met with management recently to discuss member concerns around key performance indicators (KPI) and workload.  We have now received a response from Industrial Relations detailed below.

If, after reading the response, you still have concerns please contact Member Support on or 1800 772 679 quoting reference number 10002178.  We are happy to organise a member meeting to discuss this matter further if required.

Management Response to Concerns Raised by Members:

KPI Increase:

• Issue: KPIs have increased from 70 to 90 applications per day.
• Response: The KPI range is 70-90 applications. If team meetings or training sessions occur, they are recorded to explain any shortfall in targets. At one point, the target was 110 applications, but it was adjusted based on team capabilities. The KPI is a team agreement, and a board is used to track progress.

Some team members raised concerns when the team agreement was established. The concerns were addressed by using data modelling to validate the number of applications that can reasonably be assessed.

The business performance team determined the reasonable output through data modelling, which was ratified by leaders. The aim is to achieve 90 applications.  There are no severe repercussions for not meeting KPIs, the Leader would simply have a discussion with the team member to understand any contributing factors and provide support if required.

Mandatory Training:

• Issue: Employees have been advised to complete mandatory training in their own time.
• Response: The Director confirmed that no one has been asked to do mandatory training outside of work hours. Time is also booked in team calendars during work hours to allow employees to complete mandatory training.

Background:

Bots and Application Processing:

• Issue: Bots process simple online applications, while employees handle complex ones.
• Response: Yes, bots handle the easy tasks. A change to the proof of ID policy is coming, which will simplify the process.

Achievability of Targets:

• Issue: Targets are only achievable if there are no unforeseen circumstances, staff work through breaks, and mandatory training is not completed during work hours. Overtime is no longer offered.
• Response: Overtime is not offered to those not meeting targets. BDM previously found too much reliance on overtime, with staff not meeting targets during the day with the intention to be offered overtime to meet the targets. Business performance team pull data on outputs and overtime is offered to high-output team members to assist with the backlog and meet customer wait times.

Performance Management:

• Issue: Performance management was discussed in a Town Hall meeting if targets are not met.
• Response: There was previous evidence amongst the team of discrepancies (3+ hours) in SAP start times and when first transactions were recorded in the lifelink system without a justifiable reason. Evidence that flex time was claimed on top. Performance monitoring was referenced in the Town Hall, showing de-identified outputs across the team. The intention was to state to team members that Leaders have visibility of various data sources including lifelink to indicate when  staff are being idle with no justification.