PIs are listed within the process statement. IIRC, to create a new account should be done within hours, to create up to 20 accounts within 24 hrs and so on.
Early on these PI were not know to either the customer or the worker. When it was pointed out they moved the goal posts and said the clock started when they opened up the work stream (ie saw the task).
When it was pointed out that the task had been acknowledged in minutes and was now 2-3 weeks over due they had another get-out-of-jail card. the work said "Awaiting user input" but they never told the user that an input was required
Once we got to know where the jokers were and started to hold them to account - at first we had not in-house POC for complaints either - things improved dramatically.
I remain to be convinced yet that they have a firm grasp of the size of the task - 300 000 plus users of whom possibly a third will change roles every year, 10% will leave and 10% will be recruited you have a basic churn of about 750 account changes per day!