Treasury Board of Canada Secretariat
Symbol of the Government of Canada

ARCHIVED - Using External Service Delivery Key Performance Indicators

Warning This page has been archived.

Archived Content

Information identified as archived on the Web is for reference, research or recordkeeping purposes. It has not been altered or updated after the date of archiving. Web pages that are archived on the Web are not subject to the Government of Canada Web Standards. As per the Communications Policy of the Government of Canada, you can request alternate formats on the "Contact Us" page.

Table of Contents

1.  Introduction and Background

2.  Implementing Service Delivery KPIs: Then, Now, and Future

3.  External Service Delivery KPIs: Summary

4.  Implementing Service Delivery KPIs for Phone Services

5.  Implementing Service Delivery KPIs for Internet Services

6.  Implementing Service Delivery KPIs for In-person Services

Appendix A: References

Appendix B: Glossary of Terms