1. BALANCED SCORECARD
April - September 2009
MISSION PERSPECTIVE
MEASURE ACTUAL (YTD) TARGETS 08-09 STATUS
Average Household Income ($) - $57,966 Awaiting release of "FP Markets 2009".
CUSTOMER PERSPECTIVE
MEASURE ACTUAL (YTD) TARGETS 08-09 STATUS
Average Client Satisfaction (# out of 5) 4.1 4.0 Exceeding target at end of Q2.
Clients Reporting a Tangible Impact (%) 75% 75% Met target at end of Q2.
FINANCIAL PERSPECTIVE
MEASURE ACTUAL (YTD) TARGETS 08-09 STATUS
Funder evaluation score (# out of 12) - 10 Annual evaluation in Q3.
Return on Municipal Investment (per $1 of core funding) $3.92 $3.63 Exceeding target at end of Q2.
Budget expenditures variance (%) 3.0% 0.0% Within margin of target at Sept 21.
PROCESS PERSPECTIVE
MEASURE ACTUAL (YTD) TARGETS 08-09 STATUS
Client Consultation Time (hours) 1772.3 2500 Exceeding target at end of Q2.
On-time Performance (% of targets complete) 100% 100% Met all targets for Q1 and Q2.
Referrals to Partner Agencies (#) 95 90 Exceeding target at end of Q2.
Marketing Conversion (% of inquiries realized) 10.8% 5% Exceeding target at end of Q2.
LEARNING & GROWTH PERSPECTIVE
MEASURE ACTUAL (YTD) TARGETS 08-09 STATUS
Employee Development Time (hours) 306 585 On track at end of Q2.
Average Partnership Strength (# out of 5) 4.0 4.0 Preliminary results met target.