Key Performance Indicators Workshop

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Key Performance Indicators Workshop
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Workshop Outcomes

• MONDAY
• KPI Scope / Requirements
• TUESDAY
• KPIs for horizontal service delivery
• Generic Telephony KPIs
• Essential elements Client satisfaction, Cost
  effectiveness/efficiency, others TBD.
• Specific to client segmentation (Seniors)
• Identification of Issues / Next Steps

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Monday- Agenda

• Review new directions in service delivery
• Expenditure and Management Review
• Service Visions
• Seniors Strategy
• Scope client segmentation pilot and KPIs
• Workshop Review
• MAF Requirements
• Prepare Tuesday discussion

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Current Initiatives and Objectives
HRDC
CCRA
Other GoC
51M
23M
18M
Demand
800s
800s
800s
1-800 O Cda
Virtual Consolidations
Proposed
Technology
Improved Performance
40M IVR (78)
7M IVR (30)
10M
Self Service, Routing Flexibility, Performance
Measurement
Physical Consolidations
11M Agent calls
16M Agent calls
lt8M Agent calls
Future Directions 15 Sites 2029? FTEs
Agents
Post MSC lt23 Sites 2440? FTEs
Post CISD lt10 Sites 1711? FTEs
130 sites, 6180 FTEs
23 Sites 2029 FTEs
80 Sites 1711 FTEs
23 Sites 2440 FTEs
n/i 33.5M EC recorded weather calls Estimated
annual demand accessibility not shown Source
SDNP (2003)
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Considerations for Consolidation
80 Call Centres
Citizen
Client Databases
Client-Relationship Management (CRM)

• Common Metrics Management Support
• Shared Technology and Resources/ Disaster
  Recovery
• Scheduling/ Skills Based Routing
• Opportunities for Call Centre Consolidations

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Integrated Service Model ( Seniors Client
Segment )
HRDC
Channel Services
Advantages
CCRA
Shared Resources
Application Services Group
Veteran Affairs
Training Efficiencies
Seamless Service Offerings
Richer Joined-up Service Outputs
Citizen
Concise Metrics and Reports
Health Canada
Health Canada
Leveraged Infrastructure
Agent Services
Economies of Scale
Other Services
Accommodation Services
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MAF
http//www.tbs-sct.gc.ca/maf-crg/index_e.asp
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CMT Core Questions - Telephone
SATISFACTION SATISFACTION
Timeliness Overall, how satisfied were you with the amount of time it took to get the service?
Accessibility Overall, how satisfied are you with accessibility of the product/service?
Payment Overall, how satisfied were you with the payment process for this product/service?
Overall Satisfaction How satisfied were you with the overall quality of service delivery?
PERFORMANCE PERFORMANCE
Fairness I was treated fairly
Extra mile Staff went that extra mile to make sure I what I needed
Competence Staff were knowledgeable and competent
Communication I was informed of everything I had to do to get the service/product
Extra I was able to get through to an agent without difficulty
OUTCOME OUTCOME
Outcome In the end, did you get what you needed?
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CMT Questions formatted for Telephone

1. Service/product delivery
2. Service standards
3. Access and facilities
4. Communications
5. Payment process
6. General questions
7. Overall evaluation
8. Information about you (for external clients)
9. Information about you and your organisation (for
   internal clients)
10. Comments