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ARCHIVED - Management Accountability Framework (MAF)
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Service Channel KPIs by Applicable MAF Category
Monitoring Compliance
Using Service Delivery KPIs in Departmental Reporting
Monitoring Compliance |
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The Management Accountability Framework (MAF) identifies the goals and objectives, governance and strategic direction of the Federal Government. It was developed to provide public service managers, especially deputy heads, with a clear list of management expectations for the programs and services they deliver within an overall framework for high organizational performance.
The MAF identifies the key six (6) areas that are being targeted to improve government service delivery. It is these key areas or categories that form the baseline for identifying Key Performance Indicators (KPIs).
Comprehensive information on the Management Accountability Framework (MAF) can be found at Treasury Board's website: /maf-crg/index-eng.asp.
Departments and agencies need to be able to demonstrate progress in implementing the Framework. KPIs for Service Delivery are grouped within the MAF categories (Policy and Programs, People, Citizen-Focused Service, Risk Management, Stewardship, Accountability).
The majority of service delivery indicators relate to the operational nature of the Stewardship category. Additional indicators measure progress to objectives under the Citizen-Focused Service and People categories. The Accountability category provides checklists and processes for establishing effective service level agreements. Specific assessment tools are used for the Policy and Programs and Risk Management categories.
Using Service Delivery KPIs in Departmental Reporting |
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The MAF provides the primary framework for departments provide formal feedback to Deputy Ministers through required annual performance reports. Treasury Board Secretariat is in the process of developing a web-based approach to evaluate departmental performance.
Service Delivery Key Performance Indicators (KPIs), which will become an important component of these departmental reports, will contribute significantly contribute to a common understanding of overall service channel performance across government.
Service Channel KPIs by Applicable MAF Category |
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Select a service channel under the applicable MAF category.
