Measure Description
Front
Counter Service Level measures the percentage of customers served within 15
minutes of arrival to the Edmonton Service Centre’s front counter
Measure Importance
Front Counter Service
Level measures have been set to better measure wait times and service levels of
the front counter. The Edmonton Service
Centre’s current customer service level target is 80% being served within 15
minutes. Generally, the service level
exceeds the target set, indicating more than 80% of the front counter customers
are being served within the 15 minute target maximum wait time.
Historical Data
Percentage of Customers Served Within 15 Minutes
Explanation of Performance
In 2011, a target of serving 75 percent of front counter
customers within 15 minutes was set. In April 2014, the target was revised to
80 percent after numerous process improvements were implemented. Despite the
increasing volume of permit applications, on average, the service levels have
mostly exceeded the target of 80 percent.
Useful Links
Edmonton Service Centre: https://www.edmonton.ca/programs_services/edmonton-service-centre.aspx