Turning Your Data into Insights

Introduction
Technology has made it easier and cheaper to gather data across multiple dimensions of business activities –
more data is being created now than at any time in history. This data represents a valuable asset which many
organisations fail to capitalise on. Continuous improvement relies on an ability to critically analyse data, develop
useful performance metrics, and put those insights into practice in day to day service delivery.
This paper explores how organisations can enhance the visibility of their data to analyse trends and lead indicators
for business performance. We also explore common aspects of KPI setting in the employment, disability and care
sectors, and how technology can aid in the capture, analysis and interpretation of data.
Choosing Performance Metrics
Organisations in the employment, disability and care sectors routinely capture data and undertake the
performance monitoring required by Government for contracts. Understandably, there is a temptation to focus
heavily, or even exclusively, on contract-based data and performance metrics.
However, the Government’s performance indicators are not always aligned with commercial drivers for a business.
Organisations must balance performance monitoring, regulatory inspection and consumer experiences with fair
value and profit making. Focusing exclusively on contractual performance indicators can result in critical insights
from data being overlooked or not fully utilised internally to improve operations.
To get real value from data, organisations must identify a balanced set of metrics or Key Performance Indicators
(KPIs) which reflect business objectives and drivers of performance. These KPIs must include contractual
requirements, but also capture lead indicators for both success and emerging risks.
With the volume of data available, it is easy to fall into the trap of measuring everything. Keep in mind that having
too much information, or focusing on the wrong information, can be just as detrimental as having no information
at all.
TURNING YOUR DATA INTO INSIGHTS
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