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External Service Delivery Performance Indicators
Guidelines describing proposed Key Performance Indicators (KPIs) for the
phone, in-person, and Internet channels to help departments and agencies manage
the performance of their external service delivery activities. These indicators
have been grouped by specific themes and aligned to the MAF to help with
existing departmental reporting requirements.
This usage guide has been prepared for service delivery managers, planners,
leaders, and operations supervisors who are responsible for the external
services delivery activities. This guide provides the following:
- identify and describe specific implementation details for data
collection and reporting for appropriate KPIs as they apply to GoC service
delivery;
- describe specific usage guidelines and implementation details for
existing measurement technologies in current use to support measurement of
phone, in-person, and Internet channels; and
- explain initial processes and approaches for a consistent use of
external service delivery KPIs within performance management and accountability
frameworks.
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