MAF 2016 to 2017 service management methodology

Table of contents

Methodology overview

Introduction

The Service Management Area of Management (AoM) of the Management Accountability Framework (MAF) is the key Government of Canada (GC) assessment tool to support oversight of the management of GC services. It examines whether departments and agencies are implementing strong service management practices, including better service experiences for individuals and businesses, and more efficient GC services.

The Service Management AoM supports oversight of the Policy on Service and the overall GC service direction, and will assist the Treasury Board Secretariat (TBS) and Deputy Heads in measuring progress in the establishment of a strategic and coherent GC-wide approach to the design and delivery of services.

MAF service management three-year plan

As part of the new MAF 2.0 direction, “department-specific” AoMs were mandated to develop three-year assessment plans that would reflect the expected maturity of policy implementation over the three-year period, and to identify “Key Areas” of assessment. The MAF Service Management Three-Year Plan is comprised of the following three key areas of assessment.

  • Service Stewardship: Assesses the extent to which departments and agencies develop and implement strong service management practices for the design and delivery of better services, including practices to monitor and continuously improve service delivery such as: service inventories, service management strategies, service standards, performance monitoring and reporting.
  • Enterprise Alignment: Assesses the extent to which the department or agency designs and delivers its services in alignment with GC service direction and in a cost-efficient manner, considering opportunities for standardization, integration, the adoption of best-in-class service delivery approaches, alternative service delivery mechanisms and partnership arrangements.
  • Client-centric Service: Assesses the extent to which the department or agency has designed and delivered its services with an increasing reliance on e-services, considering client needs and client relationship management.

The MAF Service Management framework covers a three-year period for assessments against measures of:

  1. Management Practice,
  2. Performance, and
  3. Progress against Milestone Achievements.

The assessment results allow Deputy Heads and TBS to capture a departmental or agency and GC-wide view of service management-related practices and performance. The findings also help identify leading practices as well as areas requiring further guidance or attention.

The questionnaire is reviewed and updated annually as new Policy on Service requirements come into effect. In some instances, policy compliance information is requested before the policy requirement comes into effect, permitting TBS to establish a baseline upon which benchmarks will be established and subsequent progress can be assessed.

Service management methodology for 2016-17

The Service Management methodology for 2016-17 is similar to, and builds on, the 2015-16 MAF service methodology; however a few refinements have been made to reflect recent progress and to gain further insight into the implementation of policy requirements.

Updates for 2016-17 include: 

  • Increasing focus on performance-related indicators; and
  • New questions related to priority authenticated external services.

Evidence in support of the assessment

Unless otherwise indicated in individual questions, the reference period for the Service Management AoM questionnaire is to . The maximum number of documents that can be provided as evidence for each question is indicated in the following table; however, an overall maximum of 20 documents can be submitted as evidence for this Area of Management.

Note that TBS may refer to internal or external evaluations and audits (including Office of the Auditor General audits) as well as other relevant documents to support the MAF Service Management assessments and reporting.

Questionnaire

Service stewardship

Outcome statement: Departments and agencies implement strong service management practices for the delivery of better services.

Justification of questions below: To demonstrate strong service stewardship

Indicators and Calculation Method (where applicable) Expected Result Policy Reference Evidence Source and Document Limit Category
  1. How many data elements are fully populated in the department’s or agency’s service inventory?

    Rationale: 

    The department’s or agency’s service inventory contains key data elements and metrics about its services to better support informed and integrated service management decision-making.

Organizations have comprehensive service inventories to support effective service management.

Policy on Service, Requirement 7.1

Service Inventory

(1 Document)

  • Management Practice
    • Practice
  1. Has the department or agency updated its service inventory during the review period?

    • Yes
    • No

    Rationale: 

    The department’s or agency’s service inventory contains key data elements and metrics about its services. An updated inventory supports more informed and integrated service management decision-making.

Organizations review their service inventories annually to ensure that they are up-to-date and remain relevant to support effective service management.

Policy on Service, Requirement 7.1

Service Inventory

(1 Document)

  • Management Practice
    • Policy Compliance
  1. Which of the following elements are addressed in the department’s or agency’s deputy head approved, multi-year corporate-wide service management strategy (SMS)?

    • Performance monitoring results
    • Client feedback results
    • Review of priority services results
    • Clear targets for increasing the proportion of online services
    • Engaging users to promote online services
    • Work plan with associated commitments and milestones
    • N/A (no service management strategy - please go to Question 5)

    Rationale: 

    Provides information on the comprehensiveness of the service management strategy and whether it is aligned to the GC service direction and addresses the needs of clients and performance.

Organizations have comprehensive service strategies to support effective service management.

Policy on Service, Requirement 7.5

Service management strategy or other relevant documents

(3 Documents)

  • Management Practice
    • Practice
  1. What percentage of the department’s or agency’s SMS commitments were achieved between and ?

    Rationale: 

    Provides information on the organization’s progress in meeting its service improvement commitments.

    Calculation of measure: 

    # of departmental SMS commitments achieved

    divided by

    Total # of departmental SMS commitments

    Note: 

    Commitments in numerator and denominator to reflect the - period.

Organizations meet their service management strategy (SMS) milestones.

Policy on Service, Requirement 7.5

Service management strategy or other relevant documents

(3 Documents)

  • Management Performance
    • Performance Indicator
  1. What percentage of the department’s or agency’s priority services have service standards?

    Rationale: 

    Provides information on the extent to which, for priority services, clear expectations have been set for the level of service clients are to receive.

    Calculation of measure: 

    # of priority services that have service standards

    divided by

    Total # of priority services

    Note: 

    Questions related specifically to service standards for grant and contribution programs are listed in the 2016-17 Financial Management Methodology.

100% - Organizations must have service standards published for all of their priority services.

Policy on Service, Requirement 7.7

Service inventory, departmental website, or other related documents

(2 Documents)

  • Management Performance
    • Service Standard Measure
  1. What percentage of service standard targets for priority services are being met?

    Rationale: 

    Provides information on the extent to which service standard targets for priority services are being met, which informs service management decision-making.

    Calculation of measure: 

    # of standards for priority services where targets are met

    divided by

    Total # of standards for priority services

Organizations should meet service standard targets for priority services 90% of the time.

Policy on Service, Requirement 7.7

Links to departmental/Canada.ca webpage(s), departmental performance dashboard, service inventory, service management strategy or other related documents

(2 Documents)

  • Management Performance
    • Service Standard Measure
  1. What percentage of the department’s or agency’s service standards for priority services were reviewed and updated (if necessary) during the review period?

    Rationale: 

    Provides information on whether service standards and performance targets for priority services remain relevant.

    Calculation of measure: 

    # of standards for priority services reviewed and updated

    divided by

    Total # of standards for priority services

Organizations are expected to regularly review and update their standards for priority services to ensure that they remain relevant.

Policy on Service, Requirement 7.7

Presentations to senior management committees, links to departmental/Canada.ca webpage(s), departmental performance dashboard, service inventory, service management strategy or other related documents

(2 Documents)

  • Management Performance
    • Service Standard Measure
  1. What percentage of the department’s or agency’s priority external services have real-time performance information published on or through Canada.ca?

    Rationale: 

    Provides information on the extent to which real-time performance information for priority external services is available on-line to clients.

    Calculation of measure: 

    # of priority external services with real-time performance information published on or through Canada.ca

    divided by

    Total # of priority external services

100% - Organizations must have real-time performance information published for all of their priority services.

Policy on Service, Requirement 7.7

Links to departmental/Canada.ca webpage(s), departmental performance dashboard, service inventory, service management strategy or other related documents (2 Documents)

  • Management Performance
    • Performance Indicator

Enterprise alignment

Outcome statement: Department or agency delivers its services in alignment with GC service direction and in a cost-efficient manner.

Justification of questions below: To demonstrate alignment across the Government of Canada

Indicators and Calculation Method (where applicable) Expected Result Policy Reference Evidence Source and Document Limit Category
  1. What percentage of the department’s or agency’s priority services have been reviewed during the review period?

    Rationale: 

    Indicates extent to which priority services have been reviewed to identify opportunities for service redesign, improved usability, channel integration and mobile optimization, and, where appropriate, adopt best-in-class service delivery approaches, alternative service delivery mechanisms and partnership arrangements.

    Calculation of measure: 

    # of priority services reviewed

    divided by

    Total # of priority services

    Note: 

    Please provide any documents related to this work, including any completed templates or lists of redesign initiatives stemming from this review.

Organizations are expected to review 100% of their priority services over the lifecycle of their service management strategy.

Policy on Service,

Requirement 7.4

Service management strategy, departmental reports or other relevant documents

(3 Documents)

  • Management Performance
    • Performance Indicator

Client-centric service

Outcome statement: Department or agency delivers its services with an increasing reliance on e-services.

Justification of questions below: To ensure that Government of Canada services are client-centric

Indicators and Calculation Method (where applicable) Expected Result Policy Reference Evidence Source and Document Limit Category
  1. What percentage of external services can be completed online from end-to-end, without taking into account any exclusions?

    Rationale: 

    Provides information on the extent of progress in making external services able to be completed online end-to-end, without taking into account any exclusions.

    Calculation of measure: 

    Number of external services that can be completed online from end-to-end

    divided by

    Total number of external services

Organizations are expected to annually increase the proportion of online services.

Policy on Service,

Requirement 7.9

Links to departmental/Canada.ca webpage(s), service inventory, annual reports, or other relevant documents

(2 Documents)

  • Management Performance
    • Performance Indicator
  1. What is the average percentage of each external service that can be completed online, excluding services and intermediate activities that are not suitable to be completed online?

    Rationale: 

    Provides information on the extent of progress in making external services able to be completed online end-to-end, taking into account any exclusions.

    Calculation of measure: 

    Sum of % of each external service that can be completed online

    divided by

    Total number of external services

    Note: 

    Calculation is to be based on information in the department’s or agency’s service inventory, and services and intermediate activities that have been excluded must be documented with a supporting rationale.

Over time, organizations are expected to have 100% of their services available online, excluding intermediate activities that are not suitable to be completed online.

Policy on Service,

Requirement 7.9

Links to departmental/Canada.ca webpage(s), service inventory, annual reports, or other relevant documents

(2 Documents)

  • Management Performance
    • Performance Indicator
  1. What percentage of internal enterprise services can be completed online from end-to-end, without taking into account any exclusions?

    Rationale: 

    Provides information on the extent of progress in making internal enterprise services able to be completed online end-to-end, without taking into account any exclusions.

    Calculation of measure: 

    Number of internal enterprise services that can be completed online from end-to-end

    divided by

    Total number of internal enterprise services

Organizations are expected to annually increase the proportion of online services.

Policy on Service,

Requirement 7.9

Links to departmental/Canada.ca webpage(s), service inventory, annual reports, or other relevant documents

(2 Documents)

  • Management Performance
    • Performance Indicator
  1. What is the average percentage of each internal enterprise service that can be completed online, excluding intermediate activities that are not suitable to be completed online?

    Rationale: 

    Provides information on the extent of progress in making internal enterprise services able to be completed online end-to-end, taking into account any exclusions.

    Calculation of measure: 

    Sum of % of each internal enterprise service that can be completed online

    divided by

    Total number of internal enterprise services

    Note: 

    Calculation is to be based on information in the department’s or agency’s service inventory, and services and intermediate activities that have been excluded must be documented with a supporting rationale.

Over time, organizations are expected to have 100% of their service delivery e-enabled, excluding intermediate activities that are not suitable to be completed online.

Policy on Service,

Requirement 7.9

Links to departmental/Canada.ca webpage(s), service inventory, annual reports, or other relevant documents

(2 Documents)

  • Management Performance
    • Performance Indicator
  1. What percentage of priority services can be completed online from end-to-end, without taking into account any exclusions?

    Rationale: 

    Provides information on the extent of progress in making priority external and internal enterprise services able to be completed online end-to-end, without taking into account any exclusions.

    Calculation of measure: 

    Number of priority services that can be completed online from end-to-end

    divided by

    Total number of priority services

Organizations are expected to annually increase the proportion of online services.

Policy on Service,

Requirement 7.9

Links to departmental/Canada.ca webpage(s), service inventory, annual reports, or other relevant documents

(2 Documents)

  • Management Performance
    • Performance Indicator
  1. What is the average percentage of each priority service that can be completed online, excluding intermediate activities that are not suitable to be completed online?

    Rationale: 

    Provides information on the extent of progress in making priority services able to be completed online end-to-end.

    Calculation of measure: 

    Sum of % of each priority service that can be completed online

    divided by

    Total number of priority services

    Note: 

    Calculation is to be based on information in the department’s or agency’s service inventory, and services and intermediate activities that have been excluded must be documented with a supporting rationale.

Over time, organizations are expected to have 100% of their service delivery e-enabled, excluding intermediate activities that are not suitable to be completed online.

Policy on Service,

Requirement 7.9

Links to departmental/Canada.ca webpage(s), service inventory, annual reports, or other relevant documents

(2 Documents)

  • Management Performance
    • Performance Indicator
  1. What percentage of priority authenticated external services can be completed online from end-to-end, without taking into account exclusions?

    Rationale: 

    Provides information on the extent of progress in making priority authenticated external services able to be completed online end-to-end.

    Calculation of measure: 

    Number of priority authenticated external services that can be completed online from end-to-end

    divided by

    Total number of priority authenticated external services

Organizations are expected to make 100% of their priority authenticated external services e-enabled by .

Policy on Service, Requirement 7.10

Links to departmental/Canada.ca webpage(s), service inventory, annual reports, or other relevant documents

(2 Documents)

  • Management Performance
    • Performance Indicator
  1. What percentage of priority authenticated external services provide clients with real-time application status?

    Rationale: 

    Provides information on the extent of progress in making real-time application status of e-enabled priority authenticated external services available to clients.

    Calculation of measure: 

    Number of priority authenticated external services that provide clients with real-time application status

    divided by

    Total number of priority authenticated external services

Organizations are expected to make real-time application status available to clients for 100% of their priority authenticated external services by .

Policy on Service, Requirement 7.10

Links to departmental/Canada.ca webpage(s), service inventory, annual reports, or other relevant documents

(2 Documents)

  • Management Performance
    • Performance Indicator

Glossary

Authenticated service
A service that relies on a credential assurance to carry out a transaction securely (see the Standard on Credential and Identity Assurance).
Departmental service management strategy
Outlines the department’s or agency’s multi-year overall approach to managing and improving its external and internal enterprise services and includes: service vision; gap or SWOT analysis; objectives and service improvement initiatives; performance management approach; risk assessment and mitigation plan; integrated service improvement workplan.
E-service / e-enabled service
The provision of a service that can be completed on-line from end-to-end, except in circumstances where it is prohibited by law or security considerations.
Real-Time service delivery performance information
Refers to information on the current level of performance that clients can expect to be provided for a service.
Service inventory
A catalogue of external and internal enterprise services, including the identification of priority services, that provides detailed information based on a specific set of elements (e.g., channel, client, volume, etc.).
Service standard
Public commitment to a measurable level of performance that clients can expect under normal circumstances.

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