VA SERVICE SCORECARD

Service, review period and agreed completion point:
One case means:
Eligible population and exclusions:
Deadline changes recorded where:

For each measure
Name and question it answers:
Numerator:
Denominator:
Data source:
Review owner:
Quality/authority guardrail:
Action a concerning result should trigger:
If denominator is zero, show not applicable.

Worked hypothetical check
40 eligible cases due, all eventually submitted.
38 submitted on time; two of those need material correction.
Two late submissions meet quality on first pass.
All forty first-submission versions are reviewed, not sampled. Later corrections do not change first-pass results; measure final corrected delivery separately.
On-time submission: 38/40 = 95%.
First-pass correct and on time: 36/40 = 90%.
First-pass quality: 38/40 = 95%.
Material rework: 2/40 = 5%.
These are example figures, not recommended targets.

Quality review
All cases or sample? Number reviewed and selection method:
Material versus preference-only corrections:
Serious exceptions recorded separately:
Oldest open cases and decision-maker:
Client/provider/external waiting causes with evidence:

Change agreed, responsible party and next review evidence:
Do not mark unreviewed work error-free or penalise appropriate escalation.