During the International Association of Special Investigation Units (IASIU) conference held virtually on September 14 and 15, 2020, Polonious ran a panel discussion with some of the world’s leading investigation professionals. Investigation Insights contains new research into the performance, effectiveness and challenges of special investigation units, and communicates how better insights can drive improvements in productivity. You can download the full report here.
In this blog, we will take a look at the state of measurement for SIU performance.
Investigation performance measurement
Measurement is considered an essential component of most business strategies and investigations are no different.
Despite this investigation opportunity, almost a third of respondents to the survey (30.77%) admitted that they do not have a system for measuring the effectiveness of their SIU, which is surprising.
Most operations these days come with some sort of performance metric to justify expenditure and tune performance.
Obviously, we would love people to use Polonious to track and report on expenses and outcomes, but any case management system should include performance reporting, and we would highly recommend a system for tracking performance to guide future decisions on resources and methods.
Among those organisations that do measure the performance of their SIU, 70 per cent answered that measurement is done by SIU management, and almost 85 per cent said that they reported quarterly or more frequently — which is roughly what we had expected.
Some 55 per cent reported that operating costs are allocated to the claim file — which is also an expected result.
However, 30 per cent of respondents that are measuring performance nonetheless reported that costs are unallocated. This would make it difficult for an SIU to identify high-cost problem cases (or areas), especially without some other performance measurement such as cycle time or person-hours per case.
In the next blog in this series we will take a look at how sources of referral can be tracked and optimised.