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Service Measurement

Chief Information Officer. Service Measurement. On-line. In person. By phone. By mail. Managing Service Channels Means Tracking Interaction. Across all service channels. and often related or integrated services. On-line. In person. By phone. By mail. Analytical decision making.

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Service Measurement

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  1. Chief Information Officer Service Measurement

  2. On-line In person By phone By mail Managing Service ChannelsMeans Tracking Interaction Across all service channels and often related or integrated services

  3. On-line In person By phone By mail Analytical decision making Strong business performance management Clear impact assessment changes and improvements Effective prioritization of channel investments Managing Service ChannelsMeans Continual Improvement

  4. PUBLIC SERVICE VALUES LEARNING,INNOVATION AND CHANGE MANAGEMENT 4Exemplary conduct 4Public service values tailored to realities/culture of department 4Values-based management practices • People • Reflective of Canada • Respectful; of Official Language requirements • Renewed/sustained capacity • Supportive worplace • Employee engagement • Opportunities to grow • Leadership continuum • Recognition, rewards and sanctions • Citizen-focussed Service • Monitored, continuously improved service quality • Technology options fully exploited • Empowerred front-line deliverers • Effective relationships • Policy and Programs • Sustained analytic capacity and culture of consultation, review and challenge • Results-focussed policy and program agendas linked to government’s horizontal priorities • Citizen engagement • Confidence of the minister and the centre RESULTS AND PERFORMANCE GOVERNANCE AND STRATEGIC DIRECTIONS • Support to minister, Cabinet and Parliament; • Management framework aligned to strategic outcomes • The right executive team • Results-focussed corporate priorities • Strategic resources allocation/reallocation based on performance • Integrated agenda for management excellence • Horizontal collaboration • Environmental scanning • Corporate monitoring and reporting of program, service and internal results • Integrated financial and non-financial performance information used in corporate decision making • Departmenttal reporting based on measurable outcomes • Benchmark against the best • Transparent, timely and accessible communications with citizens and Parliament • Risk Management • Key risks identified and managed • Risk lens in decision making • Risk smart culture • Capacity to communicate and manage risk in public context • Stewardship • Management systems that provide relevant information and early warning on resources, results and controls • Rigorous audit/evaluation function • Functional specialists as partners • Compliance with policies, regulations, and legislation • Accountability • Clear accountabilities and responsabilities for due process and results • Delegations appropriateto capabilities • Cascading commitments in PMAs Strategic organizational learning, a capacity to anticipate and adjust to change, A culture of innovationand a disposition to transformation Performance as a guide to change Delgations as an instrument of empowerment Corporate knowledge and memory captured and managed as strategic resources Core KPIs support theManagement Accountability Framework

  5. Clicking on a symbol displays detailed specifics of KPI

  6. Is the department capable of reporting core KPIs? • If not, how does the department manage service delivery with existing systems and processes? • What is required to improve service delivery management capability? • Will these improvements result in overall business improvements? Service MeasurementCapabilities and System Implication

  7. Consistency • Clarity in trend/performance reporting • A forum for best practices and performance management solutions • Direct support to MAF, DPRs, PAA, and TBS Submissions Service MeasurementWhat do core KPIs mean to departments and agencies?

  8. Review service measurement at • Forward comments and suggestions to • Join the working group • Participate in upcoming best practices forums and workshops • Look for implementation for next fiscal year http://cio-dpi.gc.ca/si-as sahni.shalini@tbs-sct.gc.ca Scan your GTEC participant pass to be entered into a data base of KPI specialists. Service MeasurementPlans and participation

  9. Search Engine Ranking • Direct Access Ratio • Server Availability Percentage • Referral Percentage • Conversion Rate • Abandonment Rate Click on text box to return to Common Definitions Table

  10. Visitor Access • Visitors Serviced Click on text box to return to Common Definitions Table

  11. Applications / Pieces Opened • Applications completed • Applications / Mail in Process Click on text box to return to Common Definitions Table

  12. Call Access • Caller Access • Abandoned Calls Click on text box to return to Common Definitions Table

  13. Site Error Messages • Internet Channel Feedback • Professionalism Click on text box to return to Common Definitions Table

  14. Answer accuracy • Professionalism • Transaction Duration Variability • Critical error rate Click on text box to return to Common Definitions Table

  15. Response accuracy • Professionalism • Critical error rate Click on text box to return to Common Definitions Table

  16. Answer accuracy • Professionalism Click on text box to return to Common Definitions Table

  17. Client satisfaction Level Click on text box to return to Common Definitions Table

  18. Client satisfaction Level • Service Complaints Click on text box to return to Common Definitions Table

  19. Client satisfaction • Service Complaints Click on text box to return to Common Definitions Table

  20. Client satisfaction • Service Complaints Click on text box to return to Common Definitions Table

  21. Agent Capacity • Resource Allocation • Agent Adherence • Agent Occupancy • Cost per visit Click on text box to return to Common Definitions Table

  22. Cost per contact • Agent Capacity • Resource Allocation • Agent Adherence • Agent Occupancy Click on text box to return to Common Definitions Table

  23. Cost per application • Agent Capacity • Resource Allocation • Agent Adherence • Agent Occupancy Click on text box to return to Common Definitions Table

  24. Cost per Call • Agent Capacity • Resource Allocation • Agent Adherence • Agent Occupancy Click on text box to return to Common Definitions Table

  25. Visits • Visitors Click on text box to return to Common Definitions Table

  26. Visitors Click on text box to return to Common Definitions Table

  27. Application Received Click on text box to return to Common Definitions Table

  28. Calls • Callers Click on text box to return to Common Definitions Table

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