Capacity utilization
Allocated or worked time divided by usable capacity for the same period.
Agency utilization guide
A practical guide to agency utilization.
Measure how available time is used while protecting sustainable delivery, necessary internal work, and the commercial context behind each number.
Utilization changes meaning when the denominator changes.
Billable utilization
Approved billable time divided by the organization's defined available or worked time.
Forecast utilization
Expected allocation divided by forecast usable capacity for a future period.
Separate useful internal time from unexplained availability.
- ✓Account for leave, holidays, and individual schedules.
- ✓Make leadership, sales, support, learning, and improvement work visible.
- ✓Separate confirmed delivery from tentative allocation for prospective work.
- ✓Compare like roles and periods instead of applying one target to everyone.
Review sustained patterns, not a single percentage.
- ✓High utilization with missed quality or deadlines may indicate overload.
- ✓Low utilization with strong future demand may justify protected readiness or development.
- ✓Low utilization with weak demand may require sales, portfolio, or cost action.
- ✓High billable time can still produce weak margin if rates, write-offs, or delivery cost are misaligned.
Use utilization to improve team planning, with workload and role context.
Pair the measure with delivery outcomes, role expectations, work availability, quality, commercial terms, and the reliability of time records.