Treasury Board of Canada Secretariat
www.tbs-sct.gc.ca
Common menu bar links
Breadcrumb Trail
ARCHIVED - Guidelines for Core KPIs (Key Performance Indicators)
This page has been archived.
Archived Content
Information identified as archived on the Web is for reference, research or recordkeeping purposes. It has not been altered or updated after the date of archiving. Web pages that are archived on the Web are not subject to the Government of Canada Web Standards. As per the Communications Policy of the Government of Canada, you can request alternate formats on the "Contact Us" page.
Key Performance Indicators - Mail 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 mail service for each agent. |
|
Objective: |
Ensures that agent resources are dedicated to required service functions. |
|
Status: |
Recommended as operational KPI for mail processing service models. |
|
KPI: |
Resource Allocation |
|
Description: |
A management indicator assessing allocated agent positions to service delivery. |
|
Objective: |
Measures effective use of channel resources. |
|
Definition: |
Locally defined |
|
Status: |
Recommended as operational KPI for mail processing 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 mail service including "wrap up time". |
|
Objective: |
Ensures accurate resourcing levels to achieve target service levels. |
|
Definition: |
(Response time + wrap up time) divided by total agent log in time over measured period. |
|
Suggested benchmark / Range: |
TBD |
|
Status: |
Recommended as operational KPI for mail service models. |
Metrics for Service Effectiveness
|
KPI: |
|
|
Description: |
|
|
Objective: |
|
|
Definition: |
|
|
Status: |
|
Metrics for Use of Technology
|
KPI: |
Automated Response Ratio |
|
Description: |
Ratio of applications received and completed but not handled by agents to total applications received. |
|
Objective: |
|
|
Definition: |
|
|
Status: |
Proposed as an Operational KPI. |
Metrics for Channel Take-up
|
KPI: |
Applications Received |
|
Description: |
Total applications/mail entering the processing centre. |
|
Objective: |
Measures overall service demand |
|
Definition: |
See Access measure. |
|
Status: |
Proposed as Core KPI. |
