ࡱ> #` bjbj\.\. ?X>D>D %&,&,&,8^,$,Hlhz-z-"---...kkkkkkk$mhpk.....k--4k0000.d--k0.k00_Xc-n- Y&,8/^Wa(MhT l<Hlahq/qPcc"q dD..0.....kkT0d...Hl.... DD  Significant CSLIC Metrics 1/18/08 MetricMeasureStandard, Guideline, or RecommendationAll ChannelsCustomer Satisfaction To ensure, for example, that customers receive accurate informationOngoing, formal measurement at least annuallyStandardQuality Assurance To ensure, for example, that customers receive accurate informationOngoing, formal measurement at least quarterlyStandardFirst Contact Resolution Customers receive an accurate, complete answer the first time, do not have to contact you againUpon initial contactStandardTo prepare for disasters and emergencies, and operate during them, agencies should consider the following:Whether a contact center is operated in house or outsourced, agencies should have a contingency plan for continuing service.StandardBuild flexibility to extend hours into your outsourcing. Extended hours could include 24/7 coverage. See also CSLIC report, bottom of page 10.GuidelineSensitivity training may be needed for employees who are working with disaster victims.GuidelineEmployee SatisfactionEvaluate continuously, incorporate feedback into training, website development, business process improvement, and other service improvement activitiesRecommendationTelephone ChannelRespond to messages left after hoursNo later than the next business dayStandardResponse Attempts (if no answer for example)Three, starting no later than next business dayStandardAnswer Speed (once live help is requested)80% in 60 seconds, measured on a monthly basisGuidelineProvide an estimate of wait time If customer will be waiting more than 30 secondsGuidelineAbandonment Rate4%, measured on an annual basisRecommendationEmail ChannelResponse TimeSimple/common questions: 90% within 2 business days Research and/or multiple topics/agencies involved: 90% within 5 business days Complex policy or scientific issues: no limit StandardResponse Attempts (if customer mail box full for example)ThreeStandardGenerate an auto replyIf email will be responded to later than the next business dayGuidelineTraditional ChannelsMailed lettersRespond or give an estimate of response date within 15 business daysStandardWait Time At Walk In Offices (for customers without appointments)No more than 15 minutesGuideline Definitions: Standards -- all agencies should adhere. Guidelines strongly suggested, demonstrated impact on citizen satisfaction. Recommendations -- suggested improvements at the discretion of the agency.     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W;R^vx;&j"wzuG{{OSr!@o1X& / e k t"L;#qn$u%|8&(#_*]}*MB+/,`U-K/08194i4n4ba5S6"489c8A:?A:H:F}:;!h;~>q?;@VAwAUDZD&F0F {Gl4HI!JMJYJpJL N{N 1P.CRlkST"U VlVEX`OYZCZp]DP]^V_ `_K6a.Yabb}dke(gyg~g{GiFpi-j6k5l`Sltlz4mn[n{rnZoO4obWpjqq:r0br{r s"rt9unu)w@wNOw`wkxz5czc{q}$~9s~ub59bU~q`FBxcf<W}cv^7%,4[\]^_`mnopX ()0:CDq2cmn-789:;<QRSTc    @""/("" @@Unknown karenwtrebonGz Times New Roman5Symbol3& z Arial5& zaTahoma?5 z Courier New;Wingdings"1hSFf zpzp!@@4d  2qHX?~>KReport of the Citizen Service Levels Interagency Committee 8-9 working days karenwtrebon karenwtrebonP            Oh+'0$0@ Xd    LReport of the Citizen Service Levels Interagency Committee 8-9 working dayskarenwtrebonNormalkarenwtrebon10Microsoft Office Word@;(@H{$@@oYzp՜.+,D՜.+,P hp  0 General Services Administration  LReport of the Citizen Service Levels Interagency Committee 8-9 working days Title|H4Php_AdHocReviewCycleID_EmailSubject _AuthorEmail_AuthorEmailDisplayName_PreviousAdHocReviewCycleID_ReviewingToolsShownOnceVRM|$second draft of final report.docMary.Lamary@opm.govLamary, Mary Ak  !"#$%&'()*+,./012345789:;<=>?@ABCDEFGHIJKLMNOPQRSTUVWXYZ[\]^_`abcdefghijklmnpqrstuvxyz{|}~Root Entry FYData -1Table6XqWordDocument?XSummaryInformation(oDocumentSummaryInformation8wCompObjq  FMicrosoft Office Word Document MSWordDocWord.Document.89q