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ARCHIVED - Guidelines for Core KPIs (Key Performance Indicators)
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1.0 Introduction
Citizens are faced with a greater choice of channels than ever before to access government services (in-person, phone, internet and mail) , creating corresponding challenges for organizations to manage service delivery across all channels.
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 achieving Management Accountability Framework (MAF) compliance.
Once approved, the KPI framework will constitute a key element of departments' annual monitoring. You can navigate KPIs by:
- Channel - each channel includes standard metrics (KPIs) for managing performance, or
- Management Accountability Framework category
A series of government-wide workshops identified the requirement for a consistent approach to measure service delivery performance across the GoC. Workshop resultscan be assessed to help you create baseline frameworks for channel measurement and provide input into the process.
