Employee Utilization Rate

(percentage of employee hours spent on billable contract work)

target = 70%

2012–13
74.7%
2013–14
74.0%
2014–15
73.9%
2015–16
74.7%
2016–17
74.1%

Cost of Service Delivery

(services revenue as a percentage of contract payments)

 

2012–13
11.1%
2013–14
10.8%
2014–15
10.2%
2015–16
9.3%
2016–17
9.3%

Service Delivery Rating

(client satisfaction)

target = 95%

2012–13
95%
2013–14
96%
2014–15
98%
2015–16
97%
2016–17
97%

Timeliness of Construction
Contract Completion

(jobs completed on time)

target = 85%

2012–13
86%
2013–14
91%
2014–15
91%
2015–16
92%
2016–17
92%

Change Order Values

(proportion of total award value)

● Attributable to Design Changes
● Attributable to Site Condition Changes

2012–13
6.6%
6.3%
2013–14
5.3%
5.9%
2014–15
7.0%
6.8%
2015–16
6.7%
5.5%
2016–17
7.4%
6.1%

Professional Development To
Salary Cost Ratio

 

target = 4.0%

2012–13
4.1%
2013–14
3.6%
2014–15
3.3%
2015–16
3.6%
2016–17
4.0%

Retention Rate

target = 90%

2012–13
94.2%
2013–14
94.6%
2014–15
94.6%
2015–16
95.3%
2016–17
94.4%