3. Outcomes and Targets
3.1 The purpose of the performance framework is to improve the quality, compliance, consistency and predictability of verification activities. It addresses a wide range of actions and behaviours which, between them, demonstrate a strong customer-focused service.
3.2 The performance framework covers 3 broad perspectives:
- Professional Expertise and Technical Processes,
- Quality Customer Experience, and
- Operational and Financial Efficiency.
3.3 There are two additional cross-cutting themes of "Public Interest" and "Continuous Improvement". These span all three perspectives in relation to building standards verification strategy, operational delivery, and internal and external relationships. The two cross-cutting themes are supported by a third theme 'Partnership Working'. This reflects the importance of working collaboratively, for example, through industry engagement, benchmarking, peer review and sharing of best practice.
3.4 To provide additional practical support for verifiers in developing improvement actions for their service a self-assessment tool was issued to all verifiers in April 2021.