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Guidelines describing proposed Key Performance Indicators (KPIs) for the phone, in-person, and Internet channels to help departments and agencies manage the performance of their external service delivery activities.� These indicators have been grouped by specific themes and aligned to the MAF to help with existing departmental reporting requirements.
This usage guide has been prepared for service delivery managers, planners, leaders, and operations supervisors who are responsible for the external services delivery activities.� This guide provides the following: