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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. |
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. |
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. |
KPI: |
Visitors |
Description: |
Total visitors entering the office. |
Objective: |
Measures overall service demand |
Definition: |
See Access measure. |
Status: |
Proposed as a Core KPI. |