Section - Manager	Performance Indicator	Purpose	Feasibility/ Frequency	National Performance Indicator Or BVPP
Finance Angela Clarke	(IWT Staff Cost + IWT Overhead Cost)/ IW Council Net Spend on Tourism. Target 100%	Measure of agreement over way IWC funds IWT. Clarifies purpose of IWC funding Cost	Yes. Needs IWC and IWT agreement Annual	No
	Percentage of IWT projects which are completed to budget. Target 100%	Effectiveness	Yes. Needs IWT agreement of managers and reporting system Annual	No
	Actual Net Budget Spent/ Net Controllable Budget Target 100%	Cost	Yes Annual	No
	IW Council Net Spend/(IWC + Partner Income + TIC Income + Grant/Sponsorship Income) One Indicator per Source of Income which shows percentage share for IWT Total of 4 Indicators	Shows on an Annual basis the share of funding for IWT	Yes Annual	No

Appendix 19 - Proposed Performance Indicators – 13^th February 2002

Section - Manager	Performance Indicator	Purpose	Feasibility/ Frequency	National Performance Indicator Or BVPP
Press & PR Alix Mc Kee	Free Column Inches achieved in a year Equivalent Cost 2 Indicators	Effectiveness	Yes already do Annual	No, but recognised national measure so could be benchmarked
	Free TV and Radio coverage in minutes Equivalent Cost 2 Indicators	Effectiveness	Yes Annual	No, but recognised national measure so could be benchmarked
	Promotion Material Output by IWT/ Promotion Material Used by Media For Press Releases, Trade Features, Events Campaigns, Projects Measured in Percentage 4 Indicators by 2 media (inches & minutes)	Effectiveness	No, needs additional Media Disk software, target 2003 to start recording. Annual	No
	Cutting Service Cost/Cutting Service Budget Target 100%	Cost	Yes Annual	No
	Media Disk Cost/Media Disk Budget Target 100%	Cost	Yes Annual	No
	Tourism News Survey of Readership	Quality & Needs	Yes Annual	No
	Tourism News Cost/ Tourism News Budget Target 100%	Cost	Yes Annual	No
	Total Media Enquiries/ Total Staff	Efficiency	Yes Annual	No

Section - Manager	Performance Indicator	Purpose	Feasibility/ Frequency	National Performance Indicator Or BVPP
Marketing Hal Matthews	Telephone Survey Sample post TV Campaign at end of Season	Effectiveness	Yes Annually	No
	Telephone Survey Sample post Classified Advertising at end of Season	Effectiveness	Yes Annually	No
	Omnibus Surveys – pre and post Campaign Attitude Survey	Effectiveness	Yes, but needs funding for 2003 Annually	No
	Qualitative Research Focus Groups	Opinions of Isle of Wight Product Quality	Yes Bi-Annual	No
	IWT Membership Size and Type	Effectiveness & Trends	Yes Quarterly	No, Yes BVPP
	Marketing Budget/ Total IWT Budget % Share	Share of Resource	Yes Annually	No

Section - Manager	Performance Indicator	Purpose	Feasibility/ Frequency	National Performance Indicator Or BVPP
Sales & Membership David Brooks	Actual Cost/ Budget Cost Target 100%	Cost	Yes Annually	No
	Actual Revenue/ Budget Revenue Target 100%	Effectiveness	Yes Annually	No
	IWT Membership Size and Type	Effectiveness & Trends	Yes Quarterly	No, Yes BVPP
	Survey of Members to check quality of service, through Tourism News	Quality	Yes Annually	No
	Number of Members/Staff Numbers	Efficiency	Yes Annually	No

Section - Manager	Performance Indicator	Purpose	Feasibility/ Frequency	National Performance Indicator Or BVPP
Brochure Production Robert Cox	Actual Cost/ Budget Cost Target 100%	Cost	Yes Annually	No
	Actual Delivery Date/ Planned Delivery Date % of occasions they match. Used on all projects Target 100%	Time/Effectiveness	Yes Annually	No
	Advertiser complaints on accuracy, post production	Quality	Yes Annually	No
	Number of Advertisers/Number of production staff	Efficiency	Yes Annually	No

Section - Manager	Performance Indicator	Purpose	Feasibility/ Frequency	National Performance Indicator Or BVPP
Call Centre Distribution Sally Richardson	Answer 90% of Enquiries in xx seconds/days Telephone Letter e-Mail	Time/ resource to meet standards to remain competitive & effective	Yes Weekly Monthly	No
	Percentage of guides/publications distributed within 2 working days Target 100%	Time Effectiveness	Yes Weekly Monthly	No
	Percentage of TIC publications distributed to TIC within 1 working week Target 100%	Time Effectiveness	Yes Monthly	No
	Percentage of Accommodation Members publications distributed within 1 month Target 100%	Time Effectiveness	Yes Annually	No
	Percentage of Mail Order Items sent within 3 working days of order Target 80%	Time Effectiveness	Yes Annually	No
	Percentage of Accommodation Bookings made on request Target 100%	Time Effectiveness	Don’t know yet, relationship between this and enquiries needs investigation	No
	Number and Value of Accommodation Bookings through the Call Centre	Effectiveness	Yes Monthly	No
	(Enquiries+Bookings+Mail Orders+Brochures Distributed)/ Total Staff	Efficiency	Yes Annually	No

Section - Manager	Performance Indicator	Purpose	Feasibility/ Frequency	National Performance Indicator Or BVPP
Tourist Information Centres Gillian Burnett	Number of visits to each TIC and Total	Effectiveness	Yes Monthly, Annually	Yes, and BVPP
	Revenue from each TIC and Total	Effectiveness	Yes Monthly	No
	Accommodation Bookings from each TIC and Total	Effectiveness	Yes Monthly	No
	Percentage of Visitors making a purchase from TIC and Total	Effectiveness	Yes Monthly	No
	Average Spend of Visitors making a Purchase	Effectiveness	Yes Monthly	No
	Days Open – November to March	Access	Yes Monthly	No
	Satisfaction Survey of TIC for each TIC	Quality	Yes Annually	No
	Actual Cost/Budget Cost for each TIC and Total Target 100%	Cost	Yes Annually	No
	Cost per Visit to TIC	Cost	Yes Annually	No
	Revenue per Visit to TIC	Effectiveness	Yes Annually	No