Utilization Rate

(percentage of employee hours spent on billable contract work)

target = 70%

2009–10
74.6%
2010–11
73.9%
2011–12
75.8%
2012–13
74.7%
2013–14
74.0%

Service Delivery Rating

(client satisfaction)

target = 95%

2009–10
97%
2010–11
98%
2011–12
99%
2012–13
95%
2013–14
96%

Timeliness of Construction
Contract Completion

(jobs completed on time)

target = 85%

2009–10
70%
2010–11
79%
2011–12
76%
2012–13
86%
2013–14
91%

Change Order Values

(proportion of total award value)

● Attributable to Design Changes
● Attributable to Site Condition Changes

2009–10
6.9%
2.8%
2010–11
7.0%
3.5%
2011–12
5.3%
6.1%
2012–13
6.6%
6.3%
2013–14
5.3%
5.9%

Professional Development To
Salary Cost Ratio

target = 4.0%

2009–10
4.5%
2010–11
4.6%
2011–12
4.6%
2012–13
4.1%
2013–14
3.6%

Retention Rate

target = 90%

2009–10
92.4%
2010–11
92.2%
2011–12
95.2%
2012–13
94.2%
2013–14
94.6%