🌓 Moonshot Metric

In 202x, hebben we….

<aside> 🌓 1️⃣ + 1️⃣ + 1️⃣

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1 miljoen uren zorg toegevoegd +

*1 miljoen uren zorg bespaard +

1 extra taakniveau voor alle zorgverleners*

<aside> 🔝 Top Level Metrics

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• eSAT / eNPS

• Toegevoegde capaciteit (extra uren/fte)

  • Formeel
  • Informeel (mantelzorg / vrijwillger)

• Doelmatigheid (uren zorg per client)

• Dekkingsbijdrage per zorg uur (€)

• Toegevoegde skills (‘reach’ in taken

• Acceptatie graad

<aside> 💰 Financial Vitality

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• Revenues

  • Per Source: WMO, WLZ, ZVW,… (€ and %)
  • Per Product group / subgroup (€ and %)
  • Per Region / Team (€ and %)
  • Per employee (HC and FTE)
  • Per employee type (EP/AP
  • ….

• Contribution Margin (€ and %)

• Gross Margin (€ and %)

• EBITDA (€ and %)

• EBIT ((€ and %)

• Cash flow (ops, investments, finance)

• Net Working capital

• Liquidity / Cash Position

• Cost-to-Acquire

  • Per client, contract, channel
  • Per (new) employee, contract, channel

• Cost-to-serve (per client)

  • Total CtS Field Operations / # client
  • Total CtS Planning / # client
  • Total CtS HR/IT/Finance / # client
  • …

• Task Level vs Care Giver Level

<aside> 🛠 Efficient and scalable operations

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• # of Tasks performed

  • Per day / week / month / year
  • Per FTE
  • Per ‘Zorgmoment’
  • Per Care Level

• Billable hours (EP)

  • Contracted hours (#)
  • Shrinkage (# and %)
  • Productive hours (# and %)

• SLA’s / Escalations

  • and % of Care Moments (not) provided

  • and % of Care Moments in escalation

  • and % within SLA / Time window

    • Per segment: WMO, WLZ, ZVW,…
    • Per Region / Team
    • Per employee (HC and FTE)

• Employee Ratio’s

  • Care givers / (planners / regisseur / coordinator)
  • EP/AP
  • Clients / care giver

• Total FTE per 1000 clients (FTE-ratio)

• Productivity / Efficiency

  • Care hours / client / period
  • Match with Indications (over- / under service)
  • % FcR (cancellations / reschedules /…)
  • Matching levels Tasks / Care giver Level

<aside> 🛒 Grow Client Base

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• # of Clients
• Acquisition: # and % of base
• Churn: # and % of base

<aside> 😍 Happy Customers and Users

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<aside> 🙌 Great Place to Work / Capable Organisation

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