Performance grading feature to be introduced in Kerala Local Self-Government department’s K-Smart online service delivery application

The Kerala Local Self-Government department’s K-Smart online service delivery application is set to introduce a comprehensive performance grading framework for grading individual officers, specific services and local bodies, based on their overall performance in service delivery.

Under the framework, an Institution Level Index (ILI) will be introduced as a composite performance indicator for measuring efficiency, timeliness and compliance of service delivery in K-Smart. The ILI is generated based on an evaluation of performance by comparing actual time taken to deliver a service with the prescribed service-level timeline and by factoring in role wise processing time (time taken at each role within the service workflow) and service weightage.

The index is computed based on Service Level Agreement (SLA), service weightage, time efficiency, and role efficiency. The methodology proposed for calculation of service weightage is dynamic and system-generated, ensuring that variations in complexity levels of service delivery across institutions and over time are objectively captured in the grading process.

Data-driven

In the initial phase, performance grading will be confined to service delivery, since all services have now been onboarded onto K-Smart. The scope of grading will subsequently be extended to finance, project implementation, revenue collection and sanitation, upon completion of integration of the property tax module and finance modules. The performance grading will be completely data-driven, without any human intervention.

The K-Smart application, launched in 2024, is now being used to deliver all the major services through local bodies, including building permit applications, trade licences, and birth, death and marriage registration.