14.3 Monitoring Data: Sources,
Validation and risks What data will be used to measure
progress? Core Service - Target Year for First
Time Service Delivery Identify the year in which the service
activity will be delivered at first time of
contact. The appropriate year should be
identified against each service
activity. Improvement in Volume of
Transactions and Take-up To measure the increases in the volume
of take-up of the core services, a numeric
value will be identified to signify the
total number of transactions under each
channel - Telephone, Call/Contact Centre -
Face-to-Face, One-Stop-Shop and Online.
These numeric values will then be
translated into percentages. (Transactions relates to all service
enquiries and requests received by the
local authority). First Time Delivery of Services
(Target year on year improvement with
75% of services delivered at first
point of contact) There will then be a further
requirement to identify a numeric value for
each core service where the number of
service enquiries and requests received
have been successfully completed at first
point of contact. Again the information
will be identified under the appropriate
e-channel. There will be a year on year
improvement target that expects 75% of
service enquiries and requests successfully
completed at first point of contact. Efficiency Savings (Target -
Reduction in Transaction Time) Against each core service activity for
the appropriate channel it will be
necessary to identify the time saving
efficiencies gained through improved
business process and be able to quantify
these. It will be necessary to show the
efficiency time savings as numeric values
appropriate to the service activity and the
channel the service is being transacted.
The appropriate calculation metric used
should be relevant to the service
activity. Efficiency Savings (Target - Cash
Related Savings in Administration
Costs) Improved business process will not only
reduce the transaction time for the core
service activities, there will also be a
reduction in the administration costs in
delivering the service, in particular where
there is movement towards transactions from
telephone, and face-to-face channels to
self mediation under the online
channel. There will be a requirement to identify
a baseline transaction cost for each
service activity under each channel. This
will allow the tracking of efficiency
savings in terms of the reduction of the
administration costs of the service
activity. The savings made in
administration costs will be presented as
efficiency cash savings under each
channel. Customer Satisfaction (Target - 95%
satisfaction levels to be achieved
through year on year improvement) The ultimate measure of success is the
level of customer satisfaction with public
services and a target for customer
satisfaction will be established as part of
the Customer First strategy. To evaluate customer satisfaction there
will be a requirement to measure
satisfaction at the service activity level.
Where possible, the measures for customer
satisfaction should be collated at the
channel of delivery. This will not only
provide more detailed quantitative analysis
but can also demonstrate the relationship
between satisfaction and service activity
take-up. Growth in Customer Service Staff to
Front Office Delivery As administration savings are being
generated through improved business process
and systems integration, there will be a
requirement to identify efficiencies
achieved from resources employed in back
office operations which can then be
released and transferred to front office
customer service delivery. The cumulative numbers of resources
transferred or redeployed, from back office
to front office will be identified under
each year. What measures will be in place to
validate the accuracy of the data? Who will take responsibility for
this? Validation will be undertaken by each
Local Authority in compliance with their
usual procedures Are there any risks or issues
relating to how you plan to use the data?
(eg. accuracy, difficulty in
collecting?) No |