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Last updated: 28 September 2009
The Performance Management Framework (PMF) was developed in response to a recommendation in the 2006 Varney Report which called for the implementation of a public sector contact centre benchmarking tool.
Run by the Service Transformation Team in the Cabinet Office’s Public Services Unit, the Framework asks publicly-funded telephone contact centres to provide a small number of performance and HR metrics on a quarterly basis. This data is collated, anonymised and then presented back to the PMF community in an interactive online report. Individual contact centre performance is highlighted in graphs, charts and diagrams, allowing participating centres to benchmark themselves against their peers, averages for their sector and industry best practice.
Open to all publicly-funded contact centres, and regularly attracting around 250 contributors, the Framework is used by central government departments, non-departmental public bodies (NDPBs), county councils, local authorities and other public sector bodies such as police constabularies, housing associations and helplines.
Registered PMF Users are asked to submit data via the PMF online portal, www.pmfreport.org, each quarter. After the website closes, within a few weeks, Users will be able to log back onto the website and view their own bespoke benchmarking performance report.
If you would like your contact centre to participate in the PMF, please send the following information to registration@pmfreport.org:
If you would like to join the PMF mailing list and receive information about future events, workshops and changes to the PMF, please contact us at pmf@cabinet-office.x.gsi.gov.uk.
In our PMF Community of Practise [External website], users are able to network with one another, view a calendar of PMF workshops, engage in discussion forums, read blogs from high-profile figures and help create resources to publish on this website. If you work in a publicly-funded telephone contact centre and you would like to join our Community, please create an account at www.communities.idea.gov.uk [External website]. Then search for and request to join the “Performance Management Framework (PMF)” Community through the “Find a Community” tool. We will try and authorise your account as quickly as possible.
A range of contact-related resources can be found in the Contact Council resources hub. A series of resources generated by PMF Users in our Community of Practice will be published here in the autumn.