Channel Management![,](/web/20061130021707im_/http://www.tbs-sct.gc.ca/cioscripts/images/line450x1.gif)
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 (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)
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:
Timeliness: |
Time required to receive a service or product. |
Access: |
How accessible was the service or ordering process to the client? |
Outcome: |
Did the client receive what was needed? |
Satisfaction: |
Overall client satisfaction with the service/product request. |
Common high-level service standards include:
Phone: |
Average speed to answer - |
5 minutes |
Internet: |
Expected answer by e-mail - |
Next business day |
In Person: |
Queue time for in person service - |
15 minutes |
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