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Appendix B: References
Citizen First 3 report, 2003. Erin Research Inc, Institute for Citizen-Centred Service, Institute of Public Administration of Canada.
Common Web Traffic Metrics Standards, March 21, 2003. Version 1.1., Treasury Board Secretariat, Canada.
Key Performance Indicators Workshop, 2003. Service Delivery Improvement, Treasury Board Secretariat, Canada.
Performance Management Metrics for DWP Contact Centres, March 14, 2003. Version 2.0. Ivackovic and Costa. Department of Works and Pensions, United Kingdom.
Peformance Measures for Federal Agency Websites: Final Report. October 1, 2000. McClure, Eppes, Sprehe and Eschenfelder. Joint report for Defense Technical Information Center, Energy Infomration Administration and Government Printing Office, U.S.A.
Service Improvement Initiative - How to Guide, 2000. Treasury Board Secretariat, Canada.
Service Management Framework Report, 2004. Fiona Seward. Treasury Board Secretariat Canada and Burntsands Consulting.
Summary Report on Service Standards, 2001. Consulting and Audit Canada (Project 550-0743)
