Tribunals Ontario has implemented new Key Performance Indicators (KPIs) across all 13 of our tribunals as part of our ongoing commitment to continuous improvement and ensuring that the services we provide meet the needs of our users.
The KPIs are designed to assess the organization’s effectiveness in delivering our core business of resolving disputes in an accessible, fair, efficient, and timely manner. They are also important for public accountability and serve as a vital operational tool for strategic decision-making and driving process improvements.
We expect that over time a single set of measures will help us track and monitor performance in a consistent way and better understand how we are doing across all tribunals.
Effective April 1, 2022, the Human Rights Tribunal of Ontario (HRTO) began tracking performance against these new organizational KPIs. As a result, we have reassessed and adapted some of our pre-existing HRTO KPIs, as well as added a few new ones. The new KPIs and targets for the HRTO are as follows:
- Volume of in-person, electronic and written hearing events held at the HRTO
- Number of eligible accommodation requests granted (in whole or in-part) by the HRTO
- Percentage of hearings scheduled within 180 calendar days from the date the application is ready to proceed to a hearing – target of 70 per cent
- Percentage of mediations scheduled within 150 calendar days from the date the parties agreed to mediation – target of 70 per cent
- Decisions issued within six months from the conclusion of a hearing – target of 70 per cent
- Percentage of cases within the 18-month case lifecycle for HRTO – target of 70 per cent
- Percentage of cases resolved through alternative dispute resolution (in whole or in-part) within the HRTO
To ensure openness and transparency, these new KPIs will be reported on a quarterly basis and published through updates on our website, beginning later this fiscal year.
Over the coming months we expect to introduce other measures, such as a measure related to French language services.
However, before doing so, we would like to hear your thoughts and get your feedback on the above mentioned KPIs.
Your input will help us better align our KPIs over time as we continue to modernize and improve service delivery. Over the coming months we will also work towards getting more direct feedback from you in a virtual session or if we meet with you one-on-one.
Please contact us at HRTO.Registrar@ontario.ca with your feedback by December 5, 2022.
As we move forward on this initiative, we will continue to share more information.