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External service delivery KPIs have not yet been finalized, but as of the publication of this document, specific service channel KPIs have been either recommended for standard adoption or proposed for discussion within the GoC's Performance Management Community of Practice. All KPIs are listed in the Treasury Board's Guidelines for Core Key Performance Indicators: Interim Report on Primary Service Channels, September 2004, and can be found on the Secretariat's Web site at /si-as/kpi-icr/interim/interim00-eng.asp.
Readers of this document should be familiar with the GoC's overarching performance management approach. The Management Accountability Framework, described at /maf-crg/index-eng.asp, lists expectations for senior federal managers in terms of the current elements of their managerial responsibilities. The recommended KPIs for service delivery focus primarily on the operationally oriented MAF elements, Citizen-Focussed Service and Stewardship.
Two levels of external service delivery KPIs are documented:
The specific measures that comprise these KPIs are listed in Table 3. Each channel has specific definitions for these KPIs. It should also be noted that some measures are not applicable to all channels. For example, while Average Speed to Answer for phone service and Average Wait Time for counter-based in-person services are equivalent measures, there is no exact equivalent for Internet service.
Some KPIs, e.g. the Access KPI for the Internet Channel, are composed of several measures. In this example, weighted averages of Access volumes are calculated through a variety of linking strategies such as organic search engines, paid search placements, and direct addressing.
In addition, the service model has a direct effect on the practical collection of service measures. For example, a significant number of Canada's in-person service locations provide services in what can be called a "retail" model. Visitors enter a location and can browse for periodicals, brochures, and other printed information. They may choose to use self-service Internet workstations to search on-line for government information or they may use on-location phones to call directly for information. In many of these service centres, GoC staff are available as information consultants and may approach visitors or wait for questions at an information desk. This model is significantly different than higher-volume, transactional queued models such as Passport Canada, where queue management software provides strong measurement support.
The initial focus of the KPI project is to provide a standard vocabulary and definition for all GoC service delivery organizations. The initial version of external service delivery KPIs proposes KPIs for the Citizen-Focussed Service and Stewardship MAF categories. A "strawman" proposal related to the People MAF category is included in the KPI document. As these KPIs have not been reviewed with departments and agencies, we have not included them in this version of the usage guide.
MAF Category |
Theme |
Core KPI |
Citizen-Focussed Service |
Access |
Service Access |
|
Quality |
Quality (e.g. Accuracy, Professionalism) |
|
Client Satisfaction |
Client Satisfaction Level (CMT) |
Stewardship |
Resource Utilization |
Cost per Contact |
|
Channel Take-up |
Total Contacts (visits) |
Note: High-level core KPIs may be composed of several related measures, depending on the channel.
MAF Category |
Theme |
Recommended KPIs |
Citizen-Focussed Service |
Access |
Abandonment Rate |
|
Quality |
Average Speed to Answer |
|
Client Satisfaction |
(see Table 1) |
Stewardship |
Resource Utilization |
Agent Capacity |
|
Channel Take-up |
Unique Contacts/Visits |
People |
Experience |
Staff on Strength |
|
Turnover |
Turnover Ratio |
|
Development |
Training Days/Agent |
Note: All measures for the People MAF category are proposals at the time of publication.
* Indicates that KPI is proposed as a core KPI; other KPIs are recommended for operational management.
MAF Category and Theme |
Phone |
Internet Channel |
In-person Channel |
Citizen-Focussed Service |
|||
Service Access |
*Call Access |
*Search Engine Rank |
*Visitor Access |
Delay Measures |
*Average Speed to Answer |
Average Visit Duration |
*Average Wait Time |
Quality |
*Answer Accuracy |
*Site Error Messages |
Answer Accuracy |
Client Satisfaction |
*Client Satisfaction Level |
*Client Satisfaction Level |
*Client Satisfaction Level |
Stewardship |
|||
Agent (Resource) Utilization |
*Cost per Call |
*Cost per Visit |
*Cost per Visit |
Service Effectiveness |
*First Call Resolution |
First Visit Resolution |
Turnaround time |
Use of Technology |
*Call Avoidance |
|
Self-service Ratio |
Channel Take-up |
*Calls |
*Visits |
*Visitors |
People |
|||
Service Experience |
Total Months on Strength (MOS) |
Total MOS |
Total MOS |
Employee Satisfaction |
Turnover Ratio |
Turnover Ratio |
Turnover Ratio |
Skill Development |
Agent Coaching Ratio |
Agent Coaching Ratio |
Agent Coaching Ratio |