Answer
1
To: The CEO, Department of Internal Affairs （DIA）
From: An Accountant
Date: 1 September 20X5
Subject: Performance measurement and management at Deeland Police （DP）
（写的时候注意结构）
This report recommends and justifies critical success factors （CSFs） and key performance indicators （KPIs） for DP based on the four critical areas of performance. DP is then evaluated on the value for money （VFM） provision of its service. The usefulness of non-financial performance indicators （NFPIs） in the public sector is explained. Finally, the use of a league table of police performance and the setting of targets for DP is assessed, with comment on the employee reaction to such a management approach.（Introduction很重要，不光写给考官看，也写给自己看）

（i）
Critical success factors （CSFs） and key performance indicators （KPIs）（标题）
The CSFs must follow from（由...得出/推出） the four areas which are addressing（实现） the overall mission. （CSF的本质）The four key areas to consider are:
1. Protecting and supporting those at risk of harm
2. Ensuring criminals are caught and brought before the courts
3. Achieving long-term sustainable solutions to the causes of crime
4. Addressing new forms of crime arising in the virtual world

The first three areas are on-going in the activities of DP and the Minister wants improvement in each. The adviser’s suggested CSFs all appear to be reasonable improvements to manage the Minister’s concerns about the vagueness of the key areas as follows:（模糊变具体）
1. Greater protection and more support for those at harm （this is a straight-forward improvement to the existing position in this area）.
2. Be better at catching criminals （bringing them before the courts does not appear to be critical as it seems to automatically follow）.
3. Reducing the causes of crime by increased involvement with local communities （improvement using the mechanism suggested）.
The fourth area is relatively new, so it will be more in the nature of a separate project to:
4. Create a task force to develop skills in detection and prosecution of virtual crime （as desired by the Minister）.
（为什么部长顾问说的才是CSFs,不光具体了，具体才能被考核，而且关键啊，如阿喀琉斯的脚后跟）
The KPIs for the four CSF areas（标题）
Area 1（副标题）
The CSF breaks into two parts – protecting and supporting. There should be a KPI measuring the change in each of these areas:
–he CSF breaks into two parts – protecting and supporting. There should be a KPI measu are identified as at risk （a register （记录）of ）CSF breaks into two parts – protecting and
– Percentage change of staff hours spent with each victim on average in support activities.
Neither of these KPIs can currently be measured as the data is not collected. The first point could be indirectly addressed by measuring the number of victims of violent crimes, which should see a fall if those at risk are better protected.（建议KPI的理由从多方面去找就行，基本要求就是能考核出来CSF做的如何，能测出来，思考下秦朝如何考核军功，理由能写很多）

Area 2
This CSF is looking at what is often referred to as the clear-up rate（消除率）, which is the percentage of crimes where the criminal is caught. The data given allows this to be measured throughddressed by measuring the number of victims of violent crim（although care must be taken that ‘solved’ is not the same as ‘criminal caught’ as there may be cases where the police know the criminal, but they escape capture）.
The second part of bringing the criminal before the courts once caught does not appear to be a critical area needing measurement since this appears to be a low risk possibility. The critical area might be better stated as ‘Ensuring crimes are solved and criminals are brought before the courts’ since the second part would then be an appropriate area to measure.

Area 3
From the data in Appendix 1, the KPI could be:
– the percentage change in the total number of crimes in Deeland in the year.
Answer
The effect of reducing the causes of crime would be to create a long-term trend downwards in this measure. It may be better to use a three-year moving average（移动平均） of the change as a result. However, there may be many factors which cause such changes including the number of police officers and so the underlying causes of crime may not be accurately measured. The suggested KPI does not capture whether the changes are sustainable in the long term, which will be difficult to do.（这个指标要辩证，虽然有推荐的理由，但也要批判下其不足）

Area 4
The KPIs for the fourth area require examination（考核） of the number and qualifications of those working on the task force on virtual crime. The data in Appendix 1 is not sufficient to measure this.
KPIs could include:
– percentage of roles in the task force filled （this requires that there is a plan for the organisation of a suitable task force, which may be complicated as this is a new area where knowledge of how many staff and what qualifications they should have may not be present）.
– percentage of virtual crimes reported which are solved
（shows the effectiveness of the task force）.