Operational Performance Management Clause Samples

Operational Performance Management. Quality of advice is assessed and benchmarked on a quarterly basis as part of the Citizens Advice Performance and Quality Framework (PQF). This is RAG-rated and our performance is usually ‘green’. Where yellow ratings occur, an action plan is put in place to address this and this is overseen by the Chief Officer. See appendix 9 for the 2018-19 statistics. As part of our accreditation, we self-assess our leadership and governance capability annually, as required by our CA membership agreement. In the first two years, this is reviewed in a teleconference with a Performance Assessor (PA) from Citizens Advice. In Year 3, the PA visits to verify the self-assessment and facilitate passporting to the external accreditations for the Advice Quality Standard (AQS) and the Money Advice Service (MAS) debt quality framework. CAT’s most recent audit visit wsa in March 2020. In addition, our quality of NAQAA is part of the Performance and Quality Framework (PQF). It is a Citizens Advice process conducted quarterly to review and benchmark your quality of advice. There is no link between AQS and NAQAA.