No one was counting anything.
There was no KPI system. Not a bad one. None. I pioneered one as a trial; it is in daily use and rolling out across the department.
Eleven KPIs covering 122 internal business partners plus per-person activity. Capture runs through a Power App and SharePoint forms; seven lists hold the record, including an append-only audit trail and a monthly compliance snapshot that closes and stays closed.
Ten flows across two environments handle the daily compliance recompute, overdue alerts, approvals and scheduled refresh. A four-page Power BI report rebuilds at 07:30 and 13:30 every weekday, and a Copilot bot answers "how are we doing" with live numbers.
Every surface reads the same lists. Nothing keeps its own copy.
Canvas app, the daily entry point
For the fields that never needed an app
Nothing is edited away
The month closes and stays closed
Permission lives on the data
Four pages, rebuilt 07:30 & 13:30, Mon–Fri
Answers "how are we doing" with live numbers
Pushed to people, not waiting to be pulled
That was the decision that mattered. The moment a dashboard keeps its own extract, two people bring different numbers to the same meeting and neither can prove theirs. One system of record, and every app, flow, report and bot reads from it.
The second decision I'd defend: the app, the flows, the bot and the workspace are co-owned with a manager, and manager-only metrics are role-locked. A system only I can administer is a system with an expiry date on it. This one keeps running when I'm not there.
Break-even audits
Which partners are past due, and by how long, with ageing in five bands, 0–90 days through 2+ years, plus the queue itself, oldest first.
Rate reviews
The same question on a tighter clock: 730 days and 365 days against one list. A partner can be current on one and overdue on the other, which is exactly the case a single compliant/not-compliant flag gets wrong.
KPI scorecard
Which of the eleven are on target, each measured against the interval it actually runs on. Monthly, quarterly, annual, or per request: one report, four clocks.
Team activity
Who is logging what: development hours, cross-training, department visits, check-ins and skip-level one-to-ones. The page that made the KPIs answerable rather than arguable.
A percentage is a scoreboard. A queue is a morning's work.
Every compliance page ends in a list sorted oldest first. "Ten percent overdue" tells you how the team is doing and nothing about what to do next. The number is for the meeting; the list is for Tuesday. The counts in each zone are my employer's and aren't here. This is the rule, not the reading.