Treasury Board of Canada Secretariat
Symbol of the Government of Canada

ARCHIVED - Using External Service Delivery Key Performance Indicators


Warning This page has been archived.

Archived Content

Information identified as archived on the Web is for reference, research or recordkeeping purposes. It has not been altered or updated after the date of archiving. Web pages that are archived on the Web are not subject to the Government of Canada Web Standards. As per the Communications Policy of the Government of Canada, you can request alternate formats on the "Contact Us" page.

Appendix A: References

Canada. Canada Revenue Agency. Telephone Management Reference Guide. Ottawa: 2004 (revised February 8, 2005).

Canada. Treasury Board of Canada Secretariat. Guidelines for Core Key Performance Indicators: Interim Report on Primary Service Channels. 2004. Retrieved from: /si-as/kpi-icr/interim/interim00-eng.asp.

Canada. Treasury Board of Canada Secretariat. Management Accountability Framework. 2003. Retrieved from /maf-crg/index-eng.asp.

Cleveland, B., and J. Mayben. Call Center Management On Fast Forward: Succeeding in Today's Dynamic Inbound Environment. Annapolis, MD: Call Centre Press, 1997.