Service Utilisation Rate
Percentage of available programme capacity (places, sessions, beds) that is actually used
What is Service Utilisation Rate?
Service utilisation rate is the percentage of available service capacity that is used. It shows how well a service is matched to demand.
Low use may mean people cannot access the service or do not know about it, while very high use can mean waiting lists and strain.
How this KPI is measured
- Function
- Operations & Supply Chain
- Sub-function
- Service Delivery
- Industry
- All Industries
- Type
- Lagging
- Impact
- Operational
- Unit
- %
- Measurement frequency
- Monthly / Quarterly
- Formula
- (Units of service delivered / Total units of service available) × 100
How to calculate it
Divide units of service delivered by total units of service available, and multiply by 100.
For example, if a service offered 2,000 appointments and 1,700 were used, utilisation is 85%.
Define a unit of service clearly, such as an appointment or a session, and track by location and time.
Where it is used
Matching capacity to demand
Plan resources.
Finding access barriers
Understand low use.
Improving scheduling
Reduce missed slots.
How to improve it
Tips and common mistakes
- Aim for a healthy range, not 100%.
- Look at who is not using the service.
- Read with waiting list length.
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