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ARCHIVED - Guidelines for Core KPIs (Key Performance Indicators)

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4.0   Service Standards

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

The Citizen First Survey provides specific information on client service expectations through a formal comprehensive survey.   Trends over the past 5 years indicate shifts in these expectations that provide government service delivery managers with effective direction to prioritize service improvement initiatives.

The overarching 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:


- the time required to receive a service or product


- how accessible was the service or ordering process to the client?


- did the client receive what was needed?


- did the client receive what was needed?

Common high-level service standards include:

Average speed to answer

- 5 minutes

Expected answer by e-mail

- Next business day

Queue time for in-person services

- 15 minutes