Common Infrastructure and Service Delivery
Call Centre Consolidation KPI Workshop
October 27-28, 2003

The KPI workshop is a follow-up to the interdepartmental meeting of July 2003, which introduced call centre consolidation. It falls under the Horizontal Expenditure Review and Consolidation of Call Centres looking into a 'one stop' service for Canadians and reducing overall loads on government call centres.

Central to the workshop discussions was a Service Level Agreement and Key Performance Indicators. These were seen as necessary to objectively measure success. KPIs developed for telephones will be used by TBS to access all GoC telephone operations. They are also expected to extend to other channels (mail, Internet, in-person).