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ARCHIVED - Guidelines for Core KPIs (Key Performance Indicators)


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Key Performance Indicators - In-Person Channel continued

MAF Category: Stewardship

Metrics for Agent Utilization


KPI:

Cost per Contact

Description:

Total labour costs divided by total service requests.

Objective:

Provides a snapshot of current operational efficiency specifically related to agent/manpower.

Definition:

TBD

Status:

Recommended as Core KPI. Definition of labour cost to be determined.



KPI:

Agent Capacity

Description:

The anticipated number of hours of agent time available for counter service for each agent.

Objective:

Ensures that agent resources are dedicated to required service functions

Status:

Recommended as operational KPI for queued service models.



KPI:

Resource Allocation

Description:

A management indicator assessing allocated agent positions to service delivery.

Objective:

Measures effective use of channel resources.

Status:

Recommended as operational KPI for queued service models.



KPI:

Agent Adherence

Description:

An assessment of service agent adherence to schedule and making oneself available during anticipated service periods.

Objective:

Contributes to resourcing effectiveness

Definition:

Calculated as total agent login time divided by scheduled work time

Status:

Recommended as operational KPI for queued service models.



KPI:

Agent Occupancy

Description:

The percentage of agent time spent in direct service including "talk and wrap up time".

Objective:

Ensures accurate resourcing levels to achieve target service levels.

Definition:

(Talk time + after visit wrap up time) divided by total agent log in time over measured period.

Suggested benchmark / Range:

TBD

Status:

Recommended as operational KPI for queued service models.



Metrics for Service Effectiveness

Working group is asked to contribute suggestions for KPIs in this theme.

KPI:

Turn Around Time

Description:

The average time to transaction complete (i.e. receipt by client) expressed as a percentage of target time.

Objective:

Measures the response time to the client - primary indicator of customer satisfaction.

Definition:

 

Status:

Under review.



Metrics for Use of Technology


KPI:

Self-Service Ratio

Description:

A visitor to the service office that accesses computers

Objective:

Measures utility computer facilities within service office.

Definition:

Count of number of computer accesses divided by total visitors during measurement period.

Status:

Proposed as a Core KPI.



Metrics for Channel Take-up


KPI:

Visitors

Description:

Total visitors entering the office.

Objective:

Measures overall service demand

Definition:

See Access measure.

Status:

Proposed as a Core KPI.