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ARCHIVED - Guidelines for Core KPIs (Key Performance Indicators)


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Table of Contents



1.0  Introduction

2.0  Defining The Channels

3.0  Management Accountability Framework

4.0  Service Standards

5.0  Accountability and Key Performance Measures

6.0  Policy and Programs

7.0  Risk Management

8.0  Key Performance Indicators - Phone Channel

MAF Category: Citizen Focused Service


MAF Category: Stewardship


MAF Category: People

9.0  Key Performance Indicators -In-Person Channel

MAF Category: Citizen Focused Service


MAF Category: Stewardship


MAF Category: People

10.0  Key Performance Indicators - Internet Channel

MAF Category: Citizen Focused Service


MAF Category: Stewardship


MAF Category: People

11.0  Key Performance Indicators - Mail Channel

MAF Category: Citizen Focused Service


MAF Category: Stewardship


MAF Category: People

12.0  Using Service Delivery KPI's in Departmental Reporting

13.0  Contact Information

Appendix A:  Terms and Definitions

Appendix B:  References

Appendix C:  Summary of Core Key Performance Indicators