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ARCHIVED - Using External Service Delivery Key Performance Indicators
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6. Implementing Service Delivery KPIs for In-person Services
Overview
Performance Management Example: Managing In-person Service at Passport CanadaPassport Canada is a charter member of the working groups on performance measurements. In-person services is the primary service channel for Passport Canada, and its experience in the channel is reflected in its state of the art management practices. Among the first of GOC organizations to automate service locations, Passport Canada uses Q-MATIC software to handle all queues. While the service model will vary depending on the demand and location of a centre, Passport Canada has precise measurement data to support its configurations. In Passport Canada offices, a receptionist greets a visitor and ensures the person has the proper documents. If the visitor is prepared for counter service, a ticket is issued and the visitor enters the waiting room. The technology manages the queue, automatically assigning each visitor to an appropriate agent. In some cases, priority cases may be handled. Activity data are transmitted to a departmental database and integrated into a data warehouse. Performance reports are generated, reviewed by analysts, and quickly integrated into management reports for rapid circulation. |
With over 600 offices providing scheduled and walk-in services to citizens, businesses, and visitors, the In-person Channel is a complex and expensive enterprise.
In-person services are delivered using a wide variety of business models. Service Canada storefronts provide walk-in referrals. Industry Canada's Business Service centres are retail operations with stocked shelves and on-premise consultants. Scheduled appointments are the norm in other departments. Passport runs high-traffic queued counter services to verify and process passport applications. Many departments run outreach programs—scheduled seminars and courses that provide service in a classroom or instructional format. Queued service models are supported by automated tracking and queue management tools.
Selected Management Tool
One tool is in prevalent use for those in-person locations using the queued service model. Q‑MATIC software provides a comprehensive automation platform for queued service models. We have selected this product to provide examples for implementing KPIs for the In-person Channel.