PACE Productivity Impact Measurement

Project Overview

Designed and implemented the methodology used to assess PACE/Salesforce productivity impacts over time across approximately 2,200 staff.

Built trusted logic where no clear baseline previously existed, addressing inconsistent interpretation of productivity, unclear inbound and processed volume, and limited visibility of productivity impacts across staff, teams, channels, and work types. Assessed contacts handled, cases actioned, time to resolve, average handling time, wrap and after contact work. Validated outputs against other reporting sources and delivered dashboards, reporting packs, methodology documentation, and weekly monitoring.