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:
- Management Practice,
- Performance, and
- 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 |
---|---|---|---|---|
|
Organizations have comprehensive service inventories to support effective service management. |
Policy on Service, Requirement 7.1 |
Service Inventory (1 Document) |
|
|
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) |
|
|
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) |
|
|
Organizations meet their service management strategy (SMS) milestones. |
Policy on Service, Requirement 7.5 |
Service management strategy or other relevant documents (3 Documents) |
|
|
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) |
|
|
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) |
|
|
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) |
|
|
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) |
|
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 |
---|---|---|---|---|
|
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) |
|
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 |
---|---|---|---|---|
|
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) |
|
|
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) |
|
|
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) |
|
|
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) |
|
|
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) |
|
|
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) |
|
|
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) |
|
|
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) |
|
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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