Performance Management (Level 2)

Question 1

How do you collect benchmarking data?

Answer 1

Draw on statutory benchmarks such as MEES EPC thresholds to assess compliance risk.

Use GPA and industry standards for cost, space efficiency, and utilisation (e.g., FTE/m²).

For operational resilience, model travel and response times against statutory or operational targets (e.g., EA flood response, APHA disease call-outs).

Combine published standards with internal portfolio data to identify gaps and prioritise improvement.

Question 2

What benchmarking data do you use?

Answer 2

Space efficiency – GPA FTE/m² benchmarks.

Cost – occupational costs compared to government/industry averages.

Sustainability – EPC minimum standards and proposed tightening (E → C → B).

Operational resilience – statutory response times and coverage requirements.

Benchmarking provides a consistent baseline to judge performance across a diverse estate.

Question 3

How do you collect occupier satisfaction data? How do you use this?

Answer 3

Use surveys, travel studies, and feedback sessions with staff during workplace reviews.

Combine this with utilisation and cost data to form a rounded picture.

Findings inform recommendations (e.g., Worcester office: feedback supported need for hybrid space, not full remote).

This ensures strategies reflect real user needs, improving acceptance and success.

Question 4

How do you develop and use KPIs? How does this drive performance management?

Answer 4

Define KPIs aligned to operational/strategic goals (e.g., % coverage of EA flood response within 2 hrs).

Benchmark KPIs against statutory requirements and industry norms.

Use KPIs to test estate options, identify risks, and track progress over time.

Drives performance management by linking estate performance directly to service delivery outcomes.

Question 5

How do you prepare data and information for performance management purposes?

Answer 5

Gather data from multiple sources: EPC register, compliance audits, utilisation surveys, financial data.

Normalise and validate for consistency.

Present via dashboards, heatmaps, and reports tailored for senior leadership.

Ensures decisions are made on clear, accurate and comparable evidence.

Question 6

What methodologies or techniques have you used in performance management?

Answer 6

KPI modelling – travel/response coverage for multi-agency resilience.

Benchmarking – EPC standards, GPA space and cost metrics.

Balanced Scorecard – aligning cost, compliance, satisfaction and resilience in one view.

Each provides a structured way to measure and compare performance, supporting evidence-based decisions.

Question 7

What is a Balanced Scorecard? How do you use these to achieve agreed outcomes?

Answer 7

A framework measuring across four perspectives: financial, customer, internal processes, and learning/innovation.

Helps avoid over-reliance on financial metrics alone.

In CRE, used to balance cost savings with occupier satisfaction, compliance, and resilience.

Supported Defra strategies by ensuring estate options considered wider outcomes, not just cost.

Question 8

What methods do you use to improve performance management?

Answer 8

Scenario testing – retrofit vs relocation.

Continuous benchmarking – against statutory and GPA standards.

Stakeholder workshops – validate assumptions, identify gaps.

This iterative approach ensures strategies adapt to changing needs and continually improve.

Question 9

How do you develop engaging/intuitive ways to present and review data to add value?

Answer 9

Created GIS heatmaps showing travel times and coverage for operational KPIs.

Developed dashboards highlighting EPC risk exposure across the portfolio.

Tailored outputs (visuals, summaries) to senior leadership audiences.

Clear visuals made complex data accessible, supporting quicker and more confident decisions.

Question 10

How do you seek feedback from end users? Why is this important?

Answer 10

Gather feedback via surveys, workshops, and travel studies.

Essential to validate recommendations and ensure strategies reflect workforce needs.

Builds buy-in, reduces resistance to change, and highlights operational issues missed in data alone.

Example: Worcester study – occupier feedback shaped decision to retain smaller office.

Question 11

KPIs – how did you model travel and response times? How did you determine appropriate KPIs?

Answer 11

Used GIS/travel modelling tools to test reach from existing and proposed sites.

KPIs based on statutory requirements (e.g., EA flood 2 hr response) or operational priorities (e.g., APHA disease containment).

This ensured KPIs were measurable, relevant, and tied directly to service resilience.

Question 12

KPIs - How did you benchmark them against operational/statutory requirements?

Answer 12

Compared modelled travel times and coverage % against required statutory/operational targets.

Highlighted where sites fell short or exceeded requirements.

Allowed clear assessment of which locations were critical and which could be rationalised.

Question 13

KPIs - How did this work help inform decisions regarding acquisition and disposal?

Answer 13

Analysis identified sites essential for resilience → retained/invested in.

Highlighted surplus or overlapping sites → flagged for disposal or consolidation.

Directly informed acquisition strategy by showing where new locations would improve coverage.

Question 14

EPC benchmarking – where did you obtain the EPC ratings from? How did you identify at-risk properties?

Answer 14

Data obtained from EPC register and Defra’s internal estates/FM databases.

Compared ratings against current MEES requirements and future tightening (C by 2027, B by 2030).

At-risk properties were those below thresholds, creating compliance and cost risks.

Question 15

EPC benchmarking - How did you determine whether retrofit or relocation was the best option?

Answer 15

Assessed cost, feasibility, and operational impact of retrofit vs relocation.

Considered lease events, building condition, and alignment with strategy.

Used scenario testing to evidence whether compliance could be achieved at proportionate cost.

Question 16

EPC benchmarking - How did you present your findings to your client?

Answer 16

Produced clear reports and dashboards summarising EPC risks and options.

Used visuals such as heatmaps and traffic-light scoring to highlight risks.

Presented to stakeholders, linking findings to operational risks and financial exposure.

Enabled leadership to make informed decisions on leasing and refurbishment strategy.