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ARCHIVED - Using External Service Delivery Key Performance Indicators
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MAF Category: Citizen-Focussed Service
Theme: Service Access
The working group has identified two primary KPIs for measuring the ability of citizens to access a specific GoC service in person at a GoC service office. Visitor Access is the fundamental measure for the number of visitors who request service at a GoC location. In queued service models, this will be the number of people who receive or take "tickets" and will not include people who arrive at the reception desk but do not enter because of the screening conversation with the receptionist. Visitors Serviced measures those visitors who received service from an agent after receiving a service ticket.
Other in-person service models may implement equivalent or near-equivalent measures. For example, "retail" models such as Industry Canada's Business Service centres, may count the number of visitors entering their storefront locations. Outreach programs should report on the number of registrants.
Visitor AccessNumber of visitors receiving or taking a service ticket |
Visitors ServicedPercentage of visitors who received a service ticket and were serviced by an agent |
Visitor Access and Visitors Serviced: Vendor Specifics (Q-MATIC)
This information can be found in a number of standard Q-MATIC reports including the daily, weekly, and annual category reports and the daily, weekly, and annual workstationreports. Figure 6-1 shows an example of a Daily Category report.
Figure 6-1: Category Report (Q-MATIC)
