Metrics

CAO Metrics Dashboard: KPIs that matter

A CAO dashboard should make service delivery visible, quantify operational health, and support governance decisions. Use this KPI framework to design a dashboard that executives trust.

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KPIs

Core KPI categories for CAOs

Each category should have 3 to 5 metrics that are consistent and actionable.

Service delivery

  • SLA compliance
  • Backlog volume and aging
  • Service satisfaction score
  • Resolution time variance

Operational efficiency

  • Process cycle time
  • Cost per service unit
  • Automation coverage
  • Capacity utilization

Risk and compliance

  • Open audit findings
  • Incident resolution time
  • Policy compliance rate
  • Business continuity readiness

Financial stewardship

  • Budget variance
  • Vendor performance score
  • Cost savings delivered
  • Resource allocation by service line

Reporting

How to present CAO metrics

Metrics should support decisions, not just reporting. Keep dashboards focused and tied to outcomes.

Dashboard design tips

  • Use trend lines and benchmarks, not single numbers.
  • Highlight leading indicators for risk.
  • Include narrative context for variances.
  • Limit to 12 to 18 total KPIs.

Executive reporting cadence

  • Weekly summaries for service health.
  • Monthly deep dives on cost and utilization.
  • Quarterly trend analysis for governance updates.

Build your dashboard fast

Start with the ready-made metric list and customize to your organization.

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