Runs every night. The reports read the rebuilt tables, never the live screens.
| Measure | Target | Result |
|---|---|---|
| Rapid and informal, within 90 days | 75% | 78% |
| Rapid and informal, within 6 months | 95% | 93% |
| Investigations, within 12 months | 75% | 71% |
| Investigations, within 2 years | 90% | 91% |
| Year end | Legal Profession Act | Uniform Law | Not recorded |
|---|---|---|---|
| 2023 | 41 | 212 | 0 |
| 2024 | 27 | 236 | 0 |
| 2025 | 15 | 244 | 0 |
| 2026 | 9 | 251 | 4 |
| Case | Received | Type of law |
|---|---|---|
| C-2026-0391 | Thu 2 Apr | Uniform Law |
| C-2026-0455 | Tue 28 Apr | Uniform Law |
| C-2026-0502 | Fri 15 May | Uniform Law |
| C-2026-0517 | Thu 21 May | Not recorded |
Dear members,
The complaint KPIs for the year to 30 June are below. Two targets were met and two were narrowly missed, and I’ve set out the reasons in the attached paper.
He closes a complaint on the last day of the year
Tom records the outcome and the closure date in the case management system, as he does for every case. He does nothing extra for reporting. The case record is the only place the data is entered.
Every reporting table is rebuilt overnight
A scheduled job reads the case data and rebuilds each reporting table from scratch: case ages, KPI results by outcome type, outstanding complaints at each year end, received against finalised each month. Cases marked for deletion are left out before anything is counted.
Rebuilding from the case data every night means a corrected record fixes every report the next morning. Nobody has to find which totals it touched.
The KPIs are already there
Margaret opens the KPI report and filters to the year just ended. Each target sits next to the result, so she can see straight away that two are met and two are short.
A gap in the data shows up as its own bucket
On the year end view, four open complaints sit in a separate “Not recorded” bucket because nobody entered the type of law. Before, they would have gone missing from a total. Now Margaret can ask Tom to fix the four records.
He fixes the case records, not the report
Tom opens each of the four complaints and records the type of law. He doesn’t touch the report. Overnight the job rebuilds the tables again, and on Thursday morning the “Not recorded” bucket is empty.
The board gets the year's figures
Margaret sends the board the KPI results, the year end position and the trend since last year. They come from the same tables, so the totals add up, and she can explain the two shortfalls instead of working out the numbers.