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ARCHIVED - Using External Service Delivery Key Performance Indicators
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1. Introduction and Background
Key performance indicators (KPIs) are increasingly used by the private and public sectors to effectively monitor organizational goals and business outcomes through defined sets of quantifiable measures. For the Government of Canada (GoC), KPIs are becoming essential to supporting the cost-effectiveness of operations and improving management responsibilities and accountabilities such as those described in the Management Accountability Framework (MAF). The value of standardized measurements was recognized early across government, and in 2003 a project was initiated to establish basic terminology, a common definitional structure, and standardized procedures for strategic and operational KPIs.
The Treasury Board of Canada Secretariat's (the Secretariat's) Business and Service Strategies team is tasked with working closely with GoC departments and agencies to define and implement consistent sets of KPIs for measuring all external service delivery activities. In early fall 2004, a draft document describing proposed KPIs for the phone, in-person, and Internet channels was published in close association with leading departments and agencies. These KPIs have been grouped by specific themes and aligned to the MAF in order to help departments and agencies with reporting requirements. The current version can be found at /si-as/kpi-icr/interim/interim00-eng.asp.
This usage guide has been prepared primarily to assist those organizations that are using external service delivery KPIs. It provides for the following:
- identify and describe specific implementation details for data collection and reporting for appropriate KPIs as they apply to GoC service delivery;
- describe specific usage guidelines and implementation details for existing measurement technologies in current use to support measurement of phone, in-person, and Internet channels; and
- explain initial processes and approaches for a consistent use of external service delivery KPIs within performance management and accountability frameworks.
The guide has been prepared for service delivery managers, planners, leaders, and operations supervisors who are responsible for the direct delivery of service to Canada's citizens, businesses, and visitors.
A concise summary of the published service delivery KPIs is presented in Section 3. Specific guidelines for Service Channel KPIs are described in sections 4 through 6. In some sections, a best practice or measurement convention is presented as a usage tip (highlighted as a text box).
Throughout this document, references are made to various commercial products currently in use for the management of GoC service delivery activities. Product names, examples, and trademarks are the property of their respective vendors and have been used with the permission of the vendors. The inclusion of these products in this document does not constitute an endorsement of any kind by the Treasury Board of Canada Secretariat. Readers are advised that current or future procurements may result in the replacement of any of the referenced products.
Comments, suggestions, and corrections are welcomed and encouraged. These can be e-mailed to cpm-gcr@tbs-sct.gc.ca.
The KPI project team acknowledges and appreciates the contributions of the following GoC employees, who have demonstrated both personal and organizational commitment to excellence in service. Without the continued development of accurate, analytical performance data, the improvement of service to Canada's citizens, businesses, and visitors would be significantly more challenging.
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Paul Brousseau |
Canada Revenue Agency |
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Denis Césard |
Treasury Board of Canada Secretariat |
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Michael Kelly |
Social Development Canada |
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Marie Roussel |
Canada Revenue Agency |
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Sue Smee |
Social Development Canada |
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Colin Smith |
Canada Revenue Agency |
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Darryl Somers |
Public Works and Government Services Canada |
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Kyle Toppazzini |
Passport Canada |
The KPI project team wishes to express its appreciation for information supplied by David Eady of Q-MATIC and Paul Oude-Westeriende of WebTrends, Inc.