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Understanding the AWBC Key Performance Indicator Scorecard (v.11.1.17)

The AWBC Key Performance Indicator Scorecard (v.11.1.17) is a pilot program and may be updated in future years. The version currently available in Neoserra is based upon the November 2017 specifications. This scorecard is primarily intended for use by WBC centers who are responding to the AWBC Annual Impact Survey.

The AWBC Key Performance Indicator Scorecard is a system-defined scorecard and it cannot be modified by you. However, you can copy the AWBC Key Performance Indicator Scorecard into your own, custom layout, and then make changes accordingly. It should also be noted, that this scorecard is different from the OWBO Survey.

Definitions

Before we discuss how Neoserra calculates each line item on the AWBC Key Performance Indicator Scorecard, it is important to note that both contact and client records will be considered for this scorecard. This is different from all other system-defined scorecards where Neoserra will only consider client records. Custom logic has been added to the scorecard module to handle the tracking and reporting of contact data. However, the contact tracking is only as accurate as your data entry. If you do not track contacts on your counseling session records, then Neoserra will not be able to accurately report on these contacts.

Furthermore, in order for any activity to be considered by the AWBC Key Performance Indicator Scorecard, the activity must:

  • Have the Reportable? check box selected
  • Have a date that falls within the reporting period
  • Be assigned to the counselor specified in the scorecard definition (only applicable if the scorecard's output is restricted to a single counselor)
  • Be categorized under the funding and sub-funding sources specified in the scorecard definition
  • Be assigned to the center (or one of the centers) specified in the scorecard definition

In this FAQ we will break down all the line items and explain how each line item is calculated by Neoserra. The scorecard itself is organized in different sections, and those same sections are used within this documentation:

There are also a number of line items that are NOT included on the system-defined scorecard. In particular, all line items related to household income are not tracked, at this time, in Neoserra. Additionally, the satisfaction survey questions are not included since every center will survey their clients differently. You will need to generated these two scorecard line items yourself based upon your specific satisfaction survey, as discussed in this FAQ.

Who did we serve?

The first section of the AWBC Key Performance Indicator Scorecard tracks the types of individuals who have been serviced by the WBC. Neoserra will track all contacts that have had any interaction with the WBC program, either via counseling, training or simply by virtue of having contacted the center with a question as tracked within the Inquiries record type.

All contacts served

This is an unduplicated count of contacts serviced by the WBC either by having been counseled, trained or simply asked a question as track within the inquiries module. If the contact received counseling and training services from the WBC, then they will only be counted once.

Women served

This line item is a subset of "All contacts served" and identifies the total number of women served.

Disabled people served

This line item is a subset of "All contacts served" and identifies the total number of contacts who are disabled.

Minorities served (incl. Hispanics)

This line item is a subset of "All contacts served" and identifies the total number of contacts who are minorities. For purposes of this scorecard, minorities are defined as anyone of African American; Asian; Native Hawaiian/Pacific Islander; Native American or Alaskan Native descent. It also includes all Hispanics. Since it is possible to be either a black hispanic person and/or a white hispanic person, the subsequent breakdown by race and ethnicity may (or may not) add up to the total of minorities served.

New contacts served (new in current FY)

This line item is a subset of "All contacts served" and identifies the total number of contacts who are new this fiscal year. In other words, who had not been in contact with the WBC prior to this fiscal year.

Active duty military

This line item is a subset of "All contacts served" and identifies the total number of contacts who are active duty military.

Military veterans

This line item is a subset of "All contacts served" and identifies the total number of contacts who are veterans.

Long Term Clients (in all years served)

Long-term counseling clients are defined clients who were served this fiscal year for any amount of time, but who have received a total of 5 or more hours of counseling (including preparation time) in all years served. NOTE: This is not the same as SBA's definition of long term clients, which measures long term clients as having 5+ hours of counsling in the current fiscal year only.

Start-up/in-business clients served

This is an unduplicated count of clients that were either in start-up mode or in-business clients at the time of their first counseling session this fiscal year. Clients that were pre-ventures at the time of the first counseling session this fiscal year, will not be included. This number is also broken out separately by start-up vs. in-business clients.

Preventure

This is an unduplicated count of clients that were pre-venture clients at the time of their first counseling session this fiscal year. Clients that started their business after their first counseling session this fiscal year, will not be included.

Type of Business

This second section of the AWBC Key Performance Indicator Scorecard lists the types of businesses that have been serviced by the WBC. Neoserra will breakout each SBA recognized business type. The AWBC Annual Impact Survey only wants you to report the top three most common types of businesses served.

Business Development Services

The next section of the AWBC Key Performance Indicator Scorecard focuses specifically on counseling and/or training services provided by the WBC. In other words, this section does not include any inquiry records.

Contacts receiving business development services (counseling/training)

This is an unduplicated count of contacts who received either counseling and/or training services from the WBC. If the contact received both counseling and training services from the WBC, then they will only be counted once. Similarly, if they were counseled multiple times throughout the reporting period, they will still only be counted once. However, if two contacts, Jane Doe and John Doe, from the same company received services, then both contacts will be counted in this line item.

Contacts receiving counseling services

This is an unduplicated count of contacts who received counseling services from the WBC. In other words, if the contact was counseled multiple times throughout the reporting period, they will only be counted once. However, if two contacts, Jane Doe and John Doe, from the same company received counseling services, then both contacts will be counted in this line item.

Counseling hours

This is the total prep and/or counseling hours provided by the counselor during counseling. It is important to note, that if both Jane and John Doe, from the same company, were counseled on the same day, by the same counselor, then the counselor time will be considered here. In other words, if both Jane and John met with the counselor for 1 hour, then only 1 hour will be reported (not one hour per contact).

Total counseling sessions

This is the total number of counseling sessions conducted during the reporting period. If Jane and John Doe attended the same counseling session, then this session will only be counted once.

Training

The next section of the AWBC Key Performance Indicator Scorecard focuses specifically on training services provided by the WBC. In other words, this section does not include any inquiry or counseling session records.

Contacts trained (unduplicated)

This is an unduplicated count of contacts who attended one or more training events provided by the WBC. Note, that only contacts with a status of "Attended" will be included. Contacts that canceled or didn't show up, for example, will not be included. If someone attended multiple events, then they will only be included once.

Contacts trained (total seats filled)

This is a total count of contacts who attended a training event provided by the WBC. Note, that only contacts with a status of "Attended" will be included. Contacts that canceled or didn't show up, for example, will not be included. If someone attended multiple events, then they will be counted for each event they attended.

Training events

This is a total number of training events provided by the WBC. Below this line item you will see the breakout by online vs. in-person training events.

An online event is any event with a Program Format of either "Online Video Training", "Teleconference" or "Webinar". If you have created any other Program Format that are conducted on-line, then you will need to add them to scorecard rule filter selection.

The in-person events are all events that are not marked in the Program Format field as either: "Online Video Training", "Teleconference" or "Webinar". In other words, it looks for all other Format types that are not considered to be on-line events. .

There is also a breakdown for all events with more than three sessions, as indicated by the "Number of Sessions" field on the training event record.

Networking events

This is a total number of outreach events your program participated in as recorded under the Professional Development module with a session type of "Outreach." It is important to note that this line item does not draw from the training event record type.

Business Starts

The next section of the AWBC Key Performance Indicator Scorecard focuses specifically on business starts.

Businesses started during service year, or the year prior

The first line items tracks all businesses that started during the year before or during the reporting period. Pre-clients are specifically excluded. NOTE: The date from which to start tracking will need to be edited each year! The AWBC Key Performance Indicator Scorecard (v.11.1.17) has a hardcoded business start date of 10/1/15 as per the definitions. However, if this same scorecard is generated again next year, then this date will, presumably, need to be edited accordingly. This can be done by making a copy of the system defined scorecard and then editing this line item on your custom copy.

New businesses started

This line item tracks all clients with either a "Bought Business" or "Started Business" milestone during the reporting period.

Business Financing

This section of the AWBC Key Performance Indicator Scorecard focuses specifically on capital funding provided by the WBC.

Business financing acquired

The first line item in this section provides a total amount of all capital funding obtained by your clients during the reporting period. The subsequent line item breakdowns give the total number and dollar amount of business loans obtained, which includes both SBA and non-SBA loans, and the dollar amount of all non-loan equity obtained.

Jobs Created

New jobs created

The first line item under this section tracks the number of new jobs created during the reporting period. Neoserra looks to milestone records for this information. The number of jobs created is calculated using the "Change in Full-Time Staff" and "Change in Part-Time Staff" milestone records and only looks at newly added jobs. The total new jobs reported in each of these milestones will be added together to get the total new jobs created amount.

FT jobs created

The second line item under this section tracks the number of new full time jobs created during the reporting period. Neoserra looks again to the milestone records for this information. This line is calculated using the "Change in Full-Time Staff" milestone record and only looks at newly added jobs.

PT jobs created

The third line item under this section tracks the number of new part time jobs created during the reporting period. Neoserra looks again to the milestone records for this information. This line is calculated using the "Change in Part-Time Staff" milestone record and only looks at newly added jobs.

Jobs supported

The last line item under this section tracks the total number of jobs supported by clients that received counseling and/or training during the reporting period. This information is derived directly from the client record. Pre-clients are specifically excluded. Unfortunately, this line is not auditable because of the summation that is necessary for this rule.

Revenues and Profits

Total sales revenue generated

The line item tracks the sum of all gross revenues for clients that received counseling and/or training during the reporting period. This information is derived directly from the client record. Pre-clients are specifically excluded.

Total profits generated

The line item tracks the sum of all profits for clients that received counseling and/or training during the reporting period. This information is derived directly from the client record. Pre-clients are specifically excluded.

Businesses closed

This line item measures all clients that received either training or counseling services during the period, but have closed their operations as measured by the "Out of Business" status under "Case End Type" field on the client record. Pre-clients are specifically excluded.

Business expansion events

This line item measures all clients that have had a "Business Expansion" milestone within the reporting period.



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