STRATEGIC PLANNING & ARCHITECTURE

Key Performance Indicators

(KPIs)

Electronic Government Directorate

(Strategic Planning & Architecture)

Version: Draft

June 2005

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Table of Contents
Document History................................................................................................................ 3
1.Introduction.......................................................................................................................4
1.1.Purpose ......................................................................................................................4
1.2.Disclaimer.................................................................................................................. 4
1.3.Location and Currency of Document......................................................................... 4
2.Objective........................................................................................................................... 5
3.Notations........................................................................................................................... 5
3.1.KPI Template............................................................................................................. 5
3.2Example...................................................................................................................... 5
4.Development Approach.................................................................................................... 6
5.Verification & Validation................................................................................................. 6
6.References.........................................................................................................................6

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Document History
Name Date Comments Version
Fazal Rehman 11/06/05 1.0

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1. Introduction

Key Performance Indicators (KPIs) are quantifiable performance measurements used to

define success factors and measure progress toward the achievement of business goals.
Most senior managers will not have the time or the inclination to plough through detailed
reports, but they will find value in a short, easy-to-digest summary of website
performance. And other members of the team may be interested in an overview of how
the website is performing.
Summary numbers that provide the “headline news” are often called Key Performance
Indicators or KPIs. In many organizations website KPIs form part of a “management
dashboard” which summarizes activity across the business.
Even the most basic website measurement system can produce hundreds or thousands of
different reports. Which handful of these reports belongs in a management summary? In
other words: which numbers make good KPIs for a website?

1.1.Purpose
This document presents the general template to mention the Key Performance
Indicators (KPIs).

1.2.Disclaimer
EGD accepts no liability for the content of this document, or for the consequences of
any actions taken on the basis of the information provided, unless that information is
subsequently confirmed in writing.

1.3.Location and Currency of Document

This document is part of EGD framework and is retrieved through www.pakistan.gov.pk
portal. The document may be updated as and when required. It is the responsibility of
user to download the current version.

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2. Objective

The objective is to provide a summarized list of indicators to all stakeholders (including

top management) to gauge the performance of Citizens’ Online Portal. Instead of going
through the detailed reports, the stakeholders will find an easy-to-digest summary of
performance indicators.

3. Notations
3.1.KPI Template
Following template is used to describe the each KPI
NAME OF KPI
What it is? The Statement unambiguously communicating the KPI
Purpose Why the KPI is used
Frequency How often this KPI is used
How to be implemented Using Site Analyzer
Target What is the desired outcome of this KPI

3.2 Example
Downtime due to Routine Maintenance

What it is? Downtime of the Portal due to maintenance related activities

Purpose To measure the un-availability of the Portal due to maintenance
Frequency Daily, Weekly and Monthly
How to be
Using system logs
implemented
Target To ensure 99.97% uptime

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4. Development Approach

 All the vital areas concerning process performance are identified.

 Determine the Performance Indicator for each area.
 Develop the strategy to measure the performance
 Identify the tool/solution used in above strategy
 Determine how often that a developed KPI will be used to attain the desired outcomes
 Identify targeted outcome of this indicator

5. Verification & Validation

 The KPI need to be specific and unambiguous so that everyone can understand.
 The KPI can be measurable.
 The key performance indicators must be aligned with business strategy and business
objectives.
 All the KPIs should be presented using above table

6. References
6.1. http://www.bin95.com/kpi-sample.pdf

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