Key Performance Indicators
Last Updated: June 12, 2023
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Tribunals Ontario implemented 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 our tribunals against six new KPIs. These KPIs were selected to help 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 accessible to all users.
Tribunals Ontario developed KPIs to ensure a single set of measures are in place for the organization, along with the 13 tribunals and boards. This approach allows for Tribunals Ontario to track and monitor performance in a consistent way, which will be used to continually improve processes at all tribunals.
The development of these KPIs has been and will continue to be an iterative process. Our tribunals have engaged their stakeholders to seek feedback on their respective KPIs and performance targets. This input, along with future feedback, will help ensure that the KPIs remain relevant and help to inspire continuous improvement at all our constituent tribunals.
To ensure openness and transparency, KPIs will be reported on a quarterly basis and published through summary reports. We will also include these KPIs in the Tribunals Ontario business plan and annual report.
For more information on the meaning of key terms, refer to our terms and definitions.
Tribunals Ontario Key Performance Indicators
What are the new Key Performance Indicators?
The six new Key Performance Indicators include:
- The volume of in-person, electronic and written hearing events held across all tribunals.
- The number of eligible accommodation requests granted (in whole or in-part) across all tribunals.
- Percentage that tribunals meet hearing event date scheduling targets.
- Percentage that tribunals meet decision issuance standards.
- Percentage of cases within the case lifecycle across all tribunals.
- Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) across all tribunals.
How were these Key Performance Indicators calculated?
The Tribunals Ontario KPIs were calculated by taking an evenly weighted average across all tribunals that are reporting on the specific KPI (e.g., if 10 tribunals report on the KPI, then the weight would be 10% per tribunal). In certain situations, tribunals may not be included in the weighted average; specifically, if they did not receive a case in the time period being reported (noted as Not Applicable or N/A) and/or if there are technical limitations with providing the data (noted as To Be Determined or TBD).
For tribunal specific KPIs, there are some situations where a weighted average calculation by the volume of cases is used because the KPI for that tribunal includes two or more targets or standards.
Included in the KPI tables for Tribunals Ontario and the individual tribunals or boards are notes that outline any issues with reporting on certain KPIs, any data issues due to case management system limitations, if a tribunal is exempt from reporting on certain KPIs due to the jurisdiction and operations of that tribunal, and general notes specific to the respective tribunal.
Tribunals Ontario Key Performance Indicators – Data
Reporting period: April 1, 2022, to March 31, 2023
(Roll up of all 13 tribunals)
Key Performance Indicators
|Target||Q1||Q2||Q3||Q4||FY 22-23 Total|
|Volume of in-person, electronic and written hearing events held by Tribunals Ontario (total)||N/A||11,853||N/A||18,898||N/A||14,965||N/A||25,513||N/A||71,229||N/A|
|In-Person Hearing Events||3||N/A||18||N/A||13||N/A||9||N/A||43||N/A|
|Electronic Hearing Events||11,114||N/A||18,284||N/A||14,410||N/A||25,146||N/A||68,954||N/A|
|Written Hearing Events||736||N/A||596||N/A||542||N/A||358||N/A||2,232||N/A|
|Number of eligible accommodation requests granted (in whole or in-part) by Tribunals Ontario||N/A||173||N/A||137||N/A||94||N/A||146||N/A||550||N/A|
|Percentage that Tribunals Ontario meets their hearing event date scheduling to target||80%||9,789||78%||5,185||81%||5,686||79%||7,555||84%||28,215||80%|
|Percentage that Tribunals Ontario meets their decision issuance standard||80%||7,930||89%||9,243||87%||5,898||77%||4,707||80%||27,778||83%|
|Percentage of cases within the case lifecycle for Tribunals Ontario||80%||25,524||73%||20,055||74%||20,759||75%||20,286||83%||20,286||83%|
|Percentage of cases that are resolved through alternative dispute resolution (in whole or in-part) within Tribunals Ontario||N/A||1,460||52%||2,011||44%||2,438||45%||2,488||46%||8,397||47%|
This chart is a roll up of all 13 tribunals’ KPIs. The Tribunals Ontario-wide KPIs were calculated by taking an evenly weighted average across all tribunals that are reporting on that KPI (e.g., if 13 tribunals report on the KPI, then the weight would be 7.69% per tribunal). In certain situations, tribunals may not be added to the weighted average; specifically, if they did not receive a case in the time period being reported (noted as N/A) and/or if there are technical limitations with providing the data (noted as TBD).
Tribunal Key Performance Indicators
2022-2023 KPI Data
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