The organisation already had established metrics in two departments and was making strides toward measuring the effectiveness of its work. It sought to supplement its ongoing performance management efforts with a concise set of meaningful KPIs to track efficiency across all departments.

Due to the absence of existing literature on KPIs applicable to the specific field, the KPI framework was developed as a largely original structure. Insights from semi-structured interviews with key departments shaped a first draft from which unstructured feedback from department heads was gathered. The final list was refined using a scoring system that evaluated the KPIs across dimensions such as mission alignment, decision support, clarity and understandability, operational insight, and stakeholder relevance. The finalised list was then validated through benchmarking with peer organisations.

The project delivered a KPI framework that provides a set of meaningful and mission-aligned performance measures. The measures are designed to fit existing structures, to serve as the basis for a central dashboard, and to offer a clear and structured way to measure operational efficiency across all departments. As a result, the organisation can expect not only improved transparency between departments but also stronger support for data-driven decision-making, enhanced collaboration across functions, and a practical tool that actively guides and prioritises performance improvements over time. The framework also lays the groundwork for iterative refinement and potential future expansion into impact measurement, helping demonstrate efficiency and accountability to donors and stakeholders.