Service Hours Provided (PI5683)

This metric is intended to capture the amount of time a service—for example, hours of electricity, running water, or internet service—is provided to clients during the reporting period. Organizations may use Product/Service Detailed Type (PD1516) to describe or disaggregate this metric by services provided. By comparing this metric to the total duration of the reporting period, organizations can estimate the quality of services provided.

Organizations are encouraged to use this metric in combination with Service Hours Interrupted (PI2230) to capture service outage rates.

For water, sanitation, and hygiene (WASH investments), this metric is intended to capture how many hours of water are available as a result of the products or services provided by the organization. This metric is not designed to cover water provided over the lifetime of a product or service but rather only includes those hours of water made available during the reporting period.

This metric is aligned to the IBNET indicator 15.1, “Continuity of Service." The IBNET reporting format is average hours / day. These are administrative data and should come from the service provider.

This metric may help describe the HOW MUCH Scale dimension, which helps estimate the number of the targeted stakeholders experiencing the outcome. For more on the alignment of IRIS metrics to the five dimensions of impact, see IRIS+ and the Five Dimensions of Impact (https://iris.thegiin.org/document/iris-and-the-five-dimensions/). No single metric is sufficient to understand an impact; rather, metrics are selected as a set across all dimensions of impact. The selection of metrics to measure and describe the five dimensions should be based on best practice and evidence.