The client's service scorecard

Each client with a portal login sees a service scorecard for its own sites: a Site Service Score from weighted measures, what needs attention, each site, the reports you approved for them, compliance evidence as counts, and a monthly PDF. You set the targets, weights and what identifies people in Settings → Client Portal, and decide which forms count as incidents, patrols, visits or drills in the form builder.

Who can do this?

Settings → Client Portal is for Admins. The Monthly scorecard card on a client's page (People → Clients) is for Admins and Managers. Classifying a form is part of building it.

A client sees all of this only through a portal login — see Manage clients and their portal logins.

What does the client see?

The client's Dashboard opens on Service scorecard for the current month, compared with the month before. A different range is compared with the same number of days before it.

Part	What it shows
Needs attention	Up to six problems in the period, worst and most recent first: an expired licence, missed check-calls, no-shows, uncovered shifts, late book-ons, a missing book-on, early book-offs. Each opens the shift. View all lists every one, filterable, with Download CSV
Site Service Score	A score out of 100 from the measures below, weighted, with Good, Watch or Breach
Tiles	Fill rate, check-calls made and on time, each against its target with the change and a trend line; missed check-calls, hours delivered and incident reports
Sites	Each site's score and figures, worst first. A site name opens that site's page: its last 12 weeks, and the site facts you choose to share
Reports & patrols	Patrols completed, incident reports on time, inspection score and reports under review; reports filed by type; one score trend per scored form
Compliance	SIA licensing, screening and right to work, check-calls and welfare checks, supervisory visits, working time and drills — each in counts, with a note of what it does and does not show

A measure with no data for the period — nothing dispatched, nothing scored — is left out of the score rather than counted as zero.

How is each measure worked out?

Measure	From
Fill rate	Shifts covered out of shifts scheduled at the client's sites. A no-show counts as not covered; a cancelled shift is left out
Check-calls made	Check-calls made out of those that fell due
On time	Shifts booked on within the book-on grace, out of the shifts that booked on. A shift with no book-on at all is raised in Needs attention instead
Licensed	Shifts worked on an SIA licence valid that day. A licence not on record counts as not licensed — unless no licence expiry is recorded for anyone who worked, when licensing is not scored
Patrols completed	Dispatched patrol forms submitted, out of those that fell due. A patrol form that is only deployed, never dispatched, has no due time and does not count
Incident reports on time	Incident reports linked to a shift and filed within 24 hours of that shift ending
Inspection score	The average score of scored forms
Reports under review	Reports with an integrity flag still open

What does the client never see?

No worker's name, unless you switch first names on. Never a licence number, date of birth, screening result, pay or rate, another client's work, call notes, locations, key-holding notes, access instructions or emergency contacts.

A report the client opens is your branded PDF with the people left out: whoever filed it reads as Officer (or a first name, if you show names), and the reviewer, review notes and the names on corrections are not printed. The answers, photos, times, locations and integrity notes stay, as on the copy you would send them yourself. Every download is in the audit log.

How do I set targets and what clients see?

Go to Settings → Client Portal. Choose Organisation default, or a client to override it for that client only. An empty field uses the value shown in grey.

Card	What it sets
Scorecard targets	For each measure, the Target, the Breach line and its Weight. A weight of 0 shows the measure but leaves it out of the score. Also the score's own bands and the Book-on grace
Assignment standards	How recent the last supervisory visit, welfare check and drill must be, in days
What clients see	Officer first names, the covering agency, the site manager's name, and site facts. All hidden unless you choose Shown
Monthly report	Whether the monthly scorecard is emailed, and to whom besides the client's portal logins

How do I make a form count?

In the form builder, open the menu and choose Client portal…. Pick what the form records — Incident report, Patrol, Inspection or audit, Supervisory visit, Welfare check, Drill or exercise and so on — and whether Clients can read approved reports.

Only approved reports of a form marked visible are listed for the client. A form with no category is still counted as an incident or a patrol if its name says so. Form Templates has a Client portal filter, with Not set, to find the ones left to do.

What is the monthly scorecard?

In the first week of each month, last month's scorecard is filed for every client with an active portal login. The client finds it under Reports → Monthly scorecards. When Monthly report is on, they are emailed a link to it — never the PDF itself — once per month.

On a client's page, the Monthly scorecard card lists what has been filed and sent. Produce last month now files it again, for instance after correcting the month's records; Produce and email to the client also sends it, if it has not been sent already.