English: Quality Metric Type Examples Metric Pattern (May or may not apply to specific service instance) Case Outcome (Continuity) Case success such as non-violation of permission, renewal of permission, successful use of permission Responsiveness Variance from standard for average time from requested delivery to initiation of permission service delivery, per time period Accuracy Variance from standard of fitness of permission, per time period (e.g. number of permission imperfections) Availability Variance from standard for availability of permission service delivery per time period Specification Variance from requirements specification of permission provided, per time period Compliance Compliance with policy and standards constraints governing permission service, per time period Choice Number of alternatives available to supply/deliver permission Convenience Variance from standard for permission service schedule per time period; variance from standard permission service's points of service Reliability Variance from standard for failure rate of permission service, per time period (i.e. number of violations due to permission imperfections) Capacity Variance from standard for ratio of: experienced demand to existing reserves of capacity to supply permission service; projected demand to guaranteed capacity, per time period Safety and Security Occurrences of service delivery safety hazards related to permission service affecting recipients, their property, and the public, per time period Privacy Occurrences of privacy and confidentiality breaches related to permission service delivery per time period Simplicity Variance from standard for average effort required by service recipients to acquire/use permission Fairness Variance from standard for number of ineligible permission service recipients accepted and eligible permission recipients rejected per time period Effectiveness Metric Type Metric Pattern (May or may not apply to specific service instance) Direct outcome achievement (Cannot be specified in the pattern - specific to the direct outcomes of the program or programs that the permission service is designed to contribute to, i.e. the desired trends in the level of need) Take-up Rate Variance from projected/estimated impact of the permission service in terms of target group population rate of take-up per time period (e.g. rate of permission service take-up) Related service take-up Variance from projected/estimated degree of take-up of other services related to the permission service Reach / Coverage Variance from projected/estimated total percentage of the target group population experiencing the permission service (e.g. number of parties availing themselves of the permission service relative to total number of targeted parties) Risk / Contingency Variation from projected/estimated total number of permission service-related contingencies occurring per time period.
French: Taux d'utilisation Écart par rapport à l'incidence prévue ou estimée du service sur le plan du taux d'utilisation par la population du groupe cible par période (p. ex., taux d'utilisation du service de protection) Utilisation de services connexes Écart par rapport au niveau d'utilisation prévu ou estimé d'autres services connexes (p. ex., les services d'intervention pour contrer les menaces évidentes) Portée/population desservie Écart par rapport au pourcentage total prévu ou estimé de la population du groupe cible ayant obtenu le service (p. ex., nombre de parties se prévalant du service de protection relativement au nombre total de parties ciblées; taux de menaces qui se présentent; pourcentage de menaces contrées avec succès) Risques/imprévus Écart par rapport au nombre total prévu ou estimé d'imprévus liés au service survenus par période (Il s'agit ici des imprévus ayant une incidence sur les capacités du service de protection même.) Sous-types de niveau 3 - Fournir des périodes de protection Sous-types de services de niveau 3 Sous-types correspondants d'extrants du service de niveau 3 Prototypes d'extrants du service de niveau 3 Fournir une période de protection type prévue Période de protection type prévue