9.2 What are the outputs that will be measured? 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 has 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 releasing savings as cash 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 (Initial target - 90%).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. |