22 KPIs across 8 categories + interactive calculator.
| Code | KPI | Target | Abatement |
|---|---|---|---|
| AV-01 | Critical asset uptime Availability | ≥ 99.5% | 2% per 0.1% below |
| AV-02 | HVAC availability (working hours) Availability | ≥ 99% | 1% per 0.5% below |
| AV-03 | Lift availability Availability | ≥ 98% | 1% per 1% below |
| RT-01 | P1 response Response Time | ≤ 30 min | 1% per breach |
| RT-02 | P2 response Response Time | ≤ 2 hr | 0.5% per breach |
| RT-03 | Helpdesk answer rate Response Time | ≥ 95% in 20s | 1% per 5% |
| RS-01 | P1 resolution Resolution | ≤ 4 hr | 2% per breach |
| RS-02 | P2 resolution Resolution | ≤ 24 hr | 1% per breach |
| PPM-01 | PPM completion rate PPM | ≥ 95% | 1% per 1% |
| PPM-02 | PPM on-time PPM | ≥ 90% | 0.5% per 2% |
| QA-01 | Cleaning audit score Quality | ≥ 85% | 1% per 5% |
| QA-02 | Soft-services inspection Quality | ≥ 90% | 0.5% per 5% |
| EN-01 | Energy intensity vs baseline Energy | ≤ baseline | 0.5% per 2% over |
| EN-02 | Water intensity Energy | ≤ baseline | 0.5% per 5% over |
| EN-03 | Waste diversion rate Energy | ≥ 50% | Bonus only |
| HSE-01 | Lost time injuries (LTI) HSE | 0 | 5% per incident |
| HSE-02 | Permit-to-work compliance HSE | 100% | 2% per breach |
| HSE-03 | Near-miss reporting HSE | ≥ 12/yr | Bonus only |
| CS-01 | Occupant satisfaction (quarterly) Customer | ≥ 4.0 / 5 | 1% per 0.2 below |
| CS-02 | Complaint resolution time Customer | ≤ 48 hr | 0.5% per breach |
| GV-01 | Monthly report on time Governance | 100% | 1% per day late |
| GV-02 | Saudization quota Governance | ≥ contract target | 1% per 1% below |