1. Key Performance Indicators Workshop

2. KPI Scope / Requirements TUESDAY KPIs for horizontal service delivery
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

3. Review new directions in service delivery
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

4. Current Initiatives and Objectives
HRDC
CCRA
Other GoC
51M
23M
18M
Demand*
800#s
800#s
800#s
1-800 O Cda
Virtual Consolidations
Proposed
Technology
Multiple IVR Systems
40M IVR (78%)
7M IVR (30%)
Improved Performance
10M
Self Service,
Routing Flexibility, Performance Measurement
Physical Consolidations
11M Agent calls
16M Agent calls
<8M Agent calls
Future Directions
15 Sites
2029? FTEs
Agents
Post MSC
<23 Sites
2440? FTEs
Post CISD
<10 Sites
1711? FTEs
130+ sites,
6180 FTEs
23 Sites
2440 FTEs
23 Sites
2029 FTEs
80 Sites
1711 FTEs
*n/i 33.5M EC recorded weather calls;
Estimated annual demand; accessibility not shown
Source: SDNP (2003)

5. Considerations for Consolidation
80+ Call Centres
Intelligent Call Routing
Interactive Voice Response
Voice Recognition / Speech –enabled services
Secure Data Access
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

6. 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
Concise Metrics and Reports
Citizen
Health Canada
Health Canada
Leveraged Infrastructure
Agent Services
Economies of Scale
Other Services
Accommodation Services

7. MAF

8. CMT Core Questions - Telephone
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
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
In the end, did you get what you needed?

9. CMT – Questions formatted for Telephone
Service/product delivery
Service standards
Access and facilities
Communications
Payment process
General questions
Overall evaluation
Information about you (for external clients)
Information about you and your organisation (for internal clients)
Comments