Chorus 2.0 Update – 29 April 2021

How will success be measured in Chorus 2.0?

• Measured at the level of the Local
• Assess performance against the four commitments (people – safety – customer – money)
• This will be a transparent fortnightly conversation
• Everyone has a role to play in the success of the Locals (Success of the Locals = Success of Chorus)

For Chorus 2.0 to be successful we need to be able to measure and track ongoing performance against the 4 commitments.

The Local Dashboard

The Local Dashboard will be used to display progress against several outcomes representing the Chorus 4 commitments. Information shown will be taken directly from Chorus systems (ESS, Solv, SMS, Complaints and Compliments).

1. Confidence in managing money.

• Measure: Time with customer

2. Keeping ourselves and each other safe and well.

• Measure: Hazards and Incidents (Locals will be encouraged to log hazards and incidents as part of their safety performance)

3. Making things easier for customers.

• Measure: Customer complaints and compliments

4. Making Chorus a great place to be.

• Measure: Employee engagement (How well do we work together as a team?)

What role can you play?

The Local Dashboard metrics will rely on accurate information. Here are some things you can start doing now to help with this:

• Log hazards when you see them
• Report incidents when they happen
• Capture feedback from customers including compliments and complaints
• Ensure services data in SMS is accurate including cancellations and leave
• Make sure all billable time is scheduled in SMS.

If you need help with any of these reach out to:

• Your colleagues
• Your leader
• Coaching & Performance Team.

For a more in depth explanation of the Local Dashboard:

• Chorus Connect recording (click below)
• PowerPoint slides 

Categorised in: Chorus 2.0

This post was written by Maddie Bull