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ARCHIVED - Guidelines for Core KPIs (Key Performance Indicators)


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11.0   Key Performance Indicators - Mail Channel

MAF Category:  Citizen Focused Service

Metrics for Access


KPI:

Applications/Pieces Opened

Description:

Count of new envelopes opened during reporting period.

Objective:

Basic volume measure.

Definition:

Total envelopes opened less inappropriate mail (junk mail, wrongly-addressed etc)

Suggested benchmark / Range:

 

Status:

Proposed as Core KPI.



KPI:

Applications Completed

Description:

Outbound mail for completed files.

Definition:

 

Status:

Proposed as Core KPI.



KPI:

Applications/Mail in Process

Description:

All files remaining open at end of reporting period.  Represents the 'work in progress' within the processing centre.

Definition:

Previous open files + applications received less applications completed.

Status:

Proposed as Core KPI.



Metrics for Delay


KPI:

Average Cycle Time (ACT)

Description:

The average elapsed time that the application/mail was held within the processing centre prior to completion.

Objective:

Primary Indicator of visitor satisfaction.

Definition:

The total number of minutes from opening of envelope to mailing of response.

Derivation:

Measured by mail tracking system.

Status:

Recommended as a Core KPI.



KPI:

Pass Through Ratio

Description:

Ratio of total handling time to total cycle time.

Objective:

Primary Indicator of workflow efficiency.

Definition:

Total minutes of processing time (time in agent) divided by total elapsed time. Ratio should approach 1.0 to indicate zero delay between processes.

Derivation:

Measured by mail tracking system.

Status:

Recommended as an Core KPI.



KPI:

Service Level

Description:

Percentage of mail that are completed within target processing time.

Objective:

This measure is required in order to set and publish mail service standards.

Definition:

Applications completed within service threshold divided by total applications completed.

Derivation:

Measured by mail tracking system.

Status:

Recommended as an operational KPI.



Metrics for Quality


KPI:

Response Accuracy

Description:

Reliability of mail response/completion.

Objective:

To ensure program integrity.

Definition:

Local quality scorecard assessed by quality assurance review of outbound mail plus 'write backs' - One or more subsequent mail receipts for same applications.

Derivation:

QA report.

Status:

Under review.



KPI:

Professionalism

Description:

Encompasses a range of soft-skills that govern the approach to delivering accurate information and reliable services.

Objective:

Identifies and reinforces effective communication.

Definition:

Best measured through the use of an enclosed feedback postcard or through alternate channel surveys (e.g. post response phone call).

Status:

Under review. May be impractical in several service models.



KPI:

Critical Error Rate

Description:

Some operations monitor application/transaction errors (typically omission of required information) requiring additional interactions with clients.

Objective:

Assessment of application instructions to clients

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 mail 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 mail received.

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, phone call)