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ARCHIVED - Using External Service Delivery Key Performance Indicators
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MAF Category: Citizen-Focussed Service
Theme: Quality
The working group has agreed that two measures are practical and feasible indicators of site quality. Monitoring and reporting on errors such as "page not found" that occur during visits are simple functions. Site Error Messages is the count of these error events over a specific measurement interval. The ratio of error events to site visits gives a straightforward indication of overall site quality.
Content errors, visitor suggestions and criticisms, and overall client satisfaction must be assessed in other ways. It is recommended that specific "contact us" features be designed for site visitors to easily categorize and report all Internet Channel feedback. While feedback on the Web site will be received through other channels, some working group members conjecture that the Internet will provide a disproportionate share of the overall citizen feedback. If a contact‑us feature is designed to collect feedback, Web-monitoring tools such as WebTrends can easily count the number of submissions.
The working group has also recommended limited use of Professionalism.While not directly applicable to the primary self-service capabilities of the Internet Channel, all organizations that respond to client e-mail have quality review processes in place. These reviews can be assessed as a percentage of total responses. This is not dependent on the Web-monitoring tools but is typically managed through specific e-mail features within the call centre tool set.
Site Error Message RateWithin Measurement Interval Period
Total Error Page Views X 100 |
Figure 5-6: Error Dashboard Report (WebTrends)
