Channel Management

Citizens have the benefit of a much greater choice of service delivery channels than ever before through which they can access government services (in-person, phone, internet and mail). This creates corresponding challenges for those organizations trying to manage multi-channel service delivery.

Key Performance Indicators (KPIs)

Key Performance Indicators (KPI) are increasingly used by the private and public sectors to measure progress towards organizational goals using a defined set of quantifiable measures. For the GoC, KPIs are becoming an essential part of monitoring Management Accountability Framework (MAF) compliance.

A series of government-wide workshops hosted by Treasury Board Secretariat identified the requirement for a consistent approach to measure service delivery performance across the GoC. Workshop results are available by contacting us. The results are designed to help you create baseline frameworks for channel measurement. You are also encouraged to provide input into the process.

Once finalized, the development of a KPI framework will constitute a key tool for assessing annual departmental performance.

Download KPI worksheet (Excel format - 26KB)

Service Standards

The Service Improvement Initiative provides specific guidance for departments and agencies to establish and publish services standards for citizens, international visitors, and businesses using GOC services and programs.

The Citizen First Series of Survey Research provides specific information on client service expectations. Trends over the past 5 years indicate shifts in these expectations and provide government service delivery managers with effective direction to prioritize service improvement activities.

The overarching government-wide goal is to establish a 10% increase in client satisfaction by 2005. Departments are required to set standards and measure progress to this goal using primary criteria such as: