ARCHIVED - Guidelines for Core KPIs (Key Performance Indicators)

• Previous Page
• Table of Contents
• Next Page

This page has been archived.

2.0   Defining The Channels

Phone Service is the preferred service channel for most Canadians. Primary modes of interaction within this channel are:

• Interactive Voice Response (IVR) to provide self-service, routing, and broadcast services;
• Agent-based services - the most highly valued service channel for citizens today.

Internet Service:  most surveys indicate this as preferred channel of the future. Modes of interaction include:

• Self-service  via online transactions, search and website navigation strategies
• E-mail - which provides delayed support both automated and agent authored
• Online chat technologies which provides 'real time' agent assisted Internet service delivery

Mail: primary indicators indicate that this channel - the "paper channel" - is decreasing in popularity.  Surveys in the past few years indicate that citizens will increase the use of more timely and interactive channels.  Mail is sent using three methods (analogous to the modes of interaction in the other channels):

• Fax - instant transmission via facsimile devices over phone or broadband networks;
• Courier - expedited delivery via priority parcel carriers (within 48 hours);
• Regular Mail- via regular postal services (3 to 10 days).

In-Person Service:  Canada's extensive network of local offices provides a significant  proportion of all government service delivery using primarily queued and appointment based service models.  Some In-Person points of service also offer assisted Internet and telephone services through kiosks, publicly available computers, and public phones.  There are four services modes for the In-Person Service channel:

• Queued - a managed, multi-agent counter office which often has a reception counter to 'triage' visitors to the correct counter and answer simple questions;
• Scheduled - significant volumes of in-person services are provided on a pre-scheduled 'one-on-one' basis;
• Outreach - several service delivery organizations schedule seminars and training sessions in communities throughout Canada; 
• Retail - some organizations provide 'storefront' operations where visitors can browse publications and utilize computers for self-service,   Service staff are available to help and can either approach the visitor directly 'on the floor' or respond to visitors questions at service counters.

Service channels and modes of interaction are impacted by accessibility standards which maximize the availability of channels to people with disabilities.  For example, the use of TTY technology within the Phone Channel provides access to hearing impaired individuals.  In the In Person channel, the use of ramps, lower counters, and powered doors facilitate access for people who use wheelchairs.  The Internet Channel uses W3C accessibility standards to ensure that government websites are accessible using assisting technologies such as screen readers, font magnifiers, and speech recognition.

Several GOC organizations are using multi-channel service strategies to achieve higher service value with economic investments.   For example, Service Canada uses publicly available computers within its service outlets to provide self-service and, as required, assisted Internet support to visitors.   Several departments are experimenting with dedicated, specially trained call-centre agents to support Internet site visitors through toll-free direct assistance lines. 

KPI's listed in this document are not specifically intended to measure the important service delivery issues of accessibility to people with disabilities and integrated multi-channel implementation characteristics. 

• Previous Page
• Table of Contents
• Next Page