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ARCHIVED - Guidelines for Core KPIs (Key Performance Indicators)

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9.0 Key Performance Indicators - In-Person Channel

MAF Category: Citizen Focused Service

Metrics for Access

KPI:	Visitor Access
Description:	Count of visitors who either a ) are serviced at agent stations or b) obtain self-service through in-location computers or Count of visitors entering facility. This depends on the service model and facility.
Objective:	Basic volume measure.
Definition:	Total visitors entering facility over measurement period.
Suggested benchmark / Range:	TBD
Status:	Proposed as Core KPI. Tracked by all operations.

KPI:	Visitors Serviced
Description:	Ratio of visitors receiving agent service to total visitors. Provides indication of utilization of self-service capabilities and overall operational capacity.
Definition:	Total agent-visitor services divided by total visits
Status:	Recommended as an operational measure.

Metrics for Delay

KPI:	Average Wait Time (AWT)
Description:	The average delay from time of entering facility to introduction at agent station.
Objective:	Primary Indicator of visitor satisfaction.
Definition:	The total number of minutes from pulling of service ticket to service.
Derivation:	Measured by service management system
Status:	Recommended as an operational KPI. Measured by all Queued service operations. Not trackable within 'retail' service model.

KPI:	Service Level
Description:	Percentage of visitors that reach an agent within target wait time.
Objective:	This measure is required in order to set and publish in-person service standards.
Definition:	Visitors served within threshold/Total Visitors Serviced
Derivation:	Measured by service ticketing system
Status:	Recommended as an operational KPI. Measured by all Queued service models. Not relevant to "retail" service model.

Metrics for Quality

KPI:	Answer Accuracy
Description:	Reliability of agent answers.
Objective:	To ensure program integrity.
Definition:	Local quality scorecard assessed by supervisor monitoring and / or mystery shopper approaches and/or exit surveys
Derivation:	# of visitors answered successfully by agents
Status:	Under review. May be impractical in several service models.

KPI:	Professionalism
Description:	Identifies and reinforces effective communication.
Objective:	To ensure program integrity.
Definition:	Best measured through the use of a mystery shopper program that uses specific planned visits to the service centre by a measurement organization. Can also be measured by exit surveys either conducted by staff or at self-service computers.
Status:	Under review. May be impractical in several service models.

KPI:	Transaction duration variability
Description:	For operations providing specific transaction services, analysis of variance of transaction duration correlates strongly to application accuracy.
Objective:	Assess process consistency across agents.
Status:	Proposed to working team. Applicable only to some operations. Possible as a recommended operational KPI.

KPI:	Critical Error Rate
Description:	Some operations monitor application/transaction errors (typically omission of required information) requiring additional interactions with clients.
Objective:	Assessment of pre-visit instructions to clients and/or reception desk 'triage' procedures.
Status:	Proposed as an operational measure. Applicability to be reviewed.

Metrics for Client Satisfaction

KPI:	Client Satisfaction Level
Description:	Application of Common Measurement Tool (CMT) to assess and benchmark client satisfaction
Objective:	Primary indicator of client perception of service quality, measured repeatedly, trends provide strong evidence of service improvement levels
Derivation:	The multi-channel survey tool will be used (at a minimum) to establish the "CSat" level for in-person services.
Status:	Recommended as core KPI.

KPI:	Service Complaints
Description:	Count and categorization of complaints received through all channels concerning the In-Person channel.
Objective:	Primary indicator of service quality particularly when measured over time.
Definition:	Total service complaints received during reporting period divided by total number of calls.
Derivation:	Counted by incident tracking system. Complaints received through other channels must be added to total.
Status:	Recommended as core KPI. Caveat: Members noted that current systems do not currently support the collection and categorization of service complaints that are received through a wide variety of channels (e.g. Minister's correspondence, general e-mails, complaints at end of successful service phone call)