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Key Performance Indicators Workshop

Key Performance Indicators Workshop. 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)

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Key Performance Indicators Workshop

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  1. Key Performance Indicators Workshop

  2. 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. 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. Multiple IVR Systems 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 Improved Performance 40M IVR (78%) 7M IVR (30%) 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 2029FTEs 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)

  5. Secure Data Access InteractiveVoice Response Voice Recognition / Speech –enabled services Intelligent Call Routing 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

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

  7. MAF http://www.tbs-sct.gc.ca/maf-crg/index_e.asp

  8. CMT Core Questions - Telephone

  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

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