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ARCHIVED - Using External Service Delivery Key Performance Indicators


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5.  Implementing Service Delivery KPIs for Internet Services

Overview

The measurement of on-line service delivery within the Canadian federal government is a complex and dynamic function. With over 800 federal Web sites built on diverse, incompatible technologies, it is a time-consuming challenge to develop effective multi-program measurement processes. Basic measures such as referral accuracy are difficult to acquire because of the nature of the Internet. The government's mandate to protect personal privacy and sensitivity toward recording personal transactions adds an additional cost in analyzing visitor and site performance.

Service Management Example:

Consolidating Web sites at Social Development Canada

Social Development Canada (SDC), with its colleagues in Human Resources and Skills Development Canada (HRSDC), completed a large consolidation of over 100 Web sites. By investing heavily in classification and organization of their content, the departments were able to eliminate over 75 per cent of their total Web pages. Common HELP, FAQ, and Contact Us services have simplified site visitor support. SDC and HRSDC have built on this success by launching several strategic on-line services.

This section provides a guide to deriving the recommended key performance indicators for the Internet Channel using a commonly installed commercial product. Readers should note that no one product currently provides a complete site performance management framework. Other products, such as on-line satisfaction surveys, general report writers, and analytics software, round out the performance measurement tool box. For example, it is common to export site traffic logs to Excel spreadsheets for detailed analysis.

Selected Management Tool

WebTrends 7.1 is the current production version of the Web measurement tool set that is the most prevalently deployed tool within the federal government. WebTrends provides extensive reporting for a wide variety of Web traffic measurement needs.