Telephone Service Improvement![,](/web/20061027080558im_/http://www.tbs-sct.gc.ca/cioscripts/images/line450x1.gif)
Common Infrastructure and Service Delivery
Call Centre Consolidation KPI Workshop
October 27-28, 2003
The KPI workshop is a follow-up to the interdepartmental meeting of July 2003, which introduced
call centre consolidation. It falls under the Horizontal Expenditure Review and Consolidation of Call
Centres looking into a 'one stop' service for Canadians and reducing overall loads on government call
centres.
Central to the workshop discussions was a Service Level Agreement and Key Performance Indicators.
These were seen as necessary to objectively measure success. KPIs developed for telephones will be used
by TBS to access all GoC telephone operations.
They are also expected to extend to other channels (mail, Internet, in-person).
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