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ARCHIVED - Using External Service Delivery Key Performance Indicators

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MAF Category: Stewardship

Theme: Service Effectiveness

At the time of publication, the working group had discussed Turnaround Time as an indicator for overall service effectiveness in the In-person Channel. This indicator, applicable primarily to transactional services, would measure complete transaction time from the date of receipt at the service centre to the completion of the transaction by the responsible program. This measure raises several challenges and further discussion is required by the working group to develop representative KPIs for Service Effectiveness. Using the current definition of Turnaround Time, there is no associated vendor-specific information related to this KPI.

MAF Category: Stewardship

Theme: Use of Technology

Many in-person service centres provide self-service computers for visitors to access and use equivalent or related on-line services while visiting the centre. Many in-person service centres also provide telephones for clients wishing to use this channel while at the service centre. Both capabilities represent an effective use of technology to allow visitors to choose a possibly faster and more effective channel.

Self-service Ratio

Ratio of visitors using either a computer or a telephone while in the service centre to the total number of visitors during the reporting period

(Number of Visitors Using Computers + Number of Visitors Using the Telephone)
Visitors Access

Vendor Specifics

Total Visitors is calculated by Q-MATIC in the Daily Category report (Figure 6-1). The Number of Visitors Using Computers will be retrieved using either a Web measurement tool such as WebTrends (see Figure 5‑10) or a specific computer-monitoring tool. The Number of Visitors Using the Telephone is taken from telephone usage logs for the phones installed within the service centre. Calls to specific GoC call centres would be counted.

MAF Category: Stewardship

Theme: Channel Take-up

GoC executives and managers involved in service delivery place high value on Channel Take‑up volumes. Channel Take‑up is the basic volume measure of the in-person service centre. Most GoC service centres count or estimate Visitors, i.e.the number of people who enter the service centre.High‑traffic locations employ queue management tools to provide service tickets to visitors. Lower‑volume service centres, such as the current Service Canada outlets, count manually.

Calls and Callers: Vendor Specifics

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.