Tribunals Ontario is implementing new Key Performance Indicators (KPIs) as part of our ongoing commitment to continuous improvement and ensuring that the services we provide meet the needs of our users.
Effective April 1, 2022, Tribunals Ontario began tracking the performance of its tribunals against six new KPIs:
These KPIs were selected to help us better monitor key organizational priorities and objectives, which include ensuring that disputes are resolved efficiently, effectively, and fairly, that we have user-friendly, navigable processes and that our services are available to all users.
“This is the first set of KPIs we’ve established at the Tribunals Ontario level, and we expect that over time, they will help us better understand how we are doing across all tribunals,” said Sean Weir, Executive Chair of Tribunals Ontario. “It’s important that we have a single set of measures in place for Tribunals Ontario and that we track and monitor performance in a consistent way. We recognize that some tribunals have experienced challenges that have caused them to fall short of meeting their targets, but we are committed to improving service delivery over time.”
To ensure openness and transparency, KPIs will be reported on a quarterly basis and published through updates on our website, beginning later this fiscal year. We will also include these KPIs in our business plan and annual report.
“This is just the first phase of this initiative. We wanted to start out with a small group of KPIs at the outset,” said Harry Gousopoulos, Executive Director of Tribunals Ontario. “Over the coming months we expect to introduce other measures, such as a measure related to French language services and a metric to assess users’ perception of fairness in our proceedings. We would also like to hear from stakeholders on what KPIs are most important to them.”
Beginning April 1, where applicable, tribunals began monitoring performance against the new Tribunals Ontario KPIs. Each individual tribunal will also continue to monitor its own pre-existing KPIs. Over the coming months, all 13 tribunals will be engaging stakeholders and seeking feedback on whether their current KPIs and performance targets continue to meet the needs and expectations of those who access their services. This input will help drive changes to our KPIs over time as we continue to modernize and improve service delivery.
Tribunals Ontario is committed to providing fair, effective, and timely dispute resolution services to the people of Ontario.