ARCHIVED - Using External Service Delivery Key Performance Indicators

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3. External Service Delivery KPIs: Summary

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:

1. Core KPIs (Table 1) are proposed as required indicators monitored by the Treasury Board. These seven KPIs, which represent status and activity grouped into five themes, are considered the minimum measures required for performance reporting, operational analysis, and Treasury Board proposals.
2. Operational KPIs (Table 2) are recommended by the Treasury Board as important measures used by service operations management for effective tactical and strategic decision making. These 11 KPIs, grouped into eight themes, represent the minimum set of measures that provide overall management awareness of a service operation.

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.

Table 1: Proposed Service Delivery Core KPIs

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) Use of Technology Service Effectiveness

Note: High-level core KPIs may be composed of several related measures, depending on the channel.

Table 2: Recommended Service Delivery Operational KPIs

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 Agent Occupancy Agent Adherence
	Channel Take-up	Unique Contacts/Visits First Call Resolution
People	Experience	Staff on Strength
	Turnover	Turnover Ratio
	Development	Training Days/Agent Coaching Hours/Agent

Note: All measures for the People MAF category are proposals at the time of publication.

Table 3: External Service Delivery KPIs by Category and Channel

* Indicates that KPI is proposed as a core KPI; other KPIs are recommended for operational management.

MAF Category and Theme	Phone Channel	Internet Channel	In-person Channel
Citizen-Focussed Service
Service Access	*Call Access *Caller Access *Abandoned Calls	*Search Engine Rank *Direct Access *Server Availability *Referral Percentage *Conversion Rate *Abandonment Rate	*Visitor Access Visitors Serviced
Delay Measures	*Average Speed to Answer *Service Level	Average Visit Duration	*Average Wait Time Service Level
Quality	*Answer Accuracy Professionalism	*Site Error Messages Channel Feedback *Professionalism	Answer Accuracy Professionalism Transaction Duration Variability Critical Error Rate
Client Satisfaction	*Client Satisfaction Level Service Complaints	*Client Satisfaction Level Service Complaints	*Client Satisfaction Level *Service Complaints
Stewardship
Agent (Resource) Utilization	*Cost per Call Agent Capacity Resource Allocation Agent Adherence Agent Occupancy	*Cost per Visit Agent Capacity Resource Allocation Agent Adherence Agent Occupancy	*Cost per Visit Agent Capacity Resource Allocation Agent Adherence Agent Occupancy
Service Effectiveness	*First Call Resolution	First Visit Resolution	Turnaround time
Use of Technology	*Call Avoidance *Calls Answered by interactive voice response (IVR)		Self-service Ratio
Channel Take-up	*Calls *Callers	*Visits *Visitors	*Visitors
People
Service Experience	Total Months on Strength (MOS) Average MOS	Total MOS Average MOS	Total MOS Average MOS
Employee Satisfaction	Turnover Ratio Employee Satisfaction Level (Sat Lvl)	Turnover Ratio Employee Sat Lvl	Turnover Ratio Employee Sat Lvl
Skill Development	Agent Coaching Ratio Training Days/Agent	Agent Coaching Ratio Training Days/Agent	Agent Coaching Ratio Training Days/Agent

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