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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: |
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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. |
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. |
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. |
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) |