Appendix F - Annual Performance Summary

To measure our performance we report on the following KPIs upon plan completion for period July 1, 2019 to April 30, 2020:

Client Service
Value Driver	Target	Results
Management support initiatives	As needed	None required
Fees planned versus billed	$300,000	$300,000
Hours planned versus incurred	1,800	2,245
Client satisfaction target versus attained	At least 7 out of 10	8.5 out of 10
Timeline reporting by phase	See service delivery metric table	See service delivery metric table
Recommendations raised since April 2015	N/A	258
Considerations for improvement identified since April 2015	N/A	87
Recommendations validated as closed by management since April 2015	N/A	219

Client Service
Value Driver	Annual Score	Related to # of Projects	Considers # of Responses
Audit Quality Survey Score	8.5	6	10

Pursuant to the communication plan, PwC requests feedback from auditees one week after receipt of management comments in the form of a quality survey. The feedback is gathered anonymously and reported on a consolidated basis (total score only) to the Corporate Services Standing Committee. Following are the ratings that PwC has received over the 2019/20 internal audit year and compared with the prior years.