Your Question: Because I have never actually implemented a metric I am not sure how to
go about doing this. 

Just a couple of comments.  Usually a performance measurement, metric or a benchmark, standard, whatever you may call it, is used to measure performance or productivity.  They could be used to see if you are being efficient in the area of client services and to see if you are providing the best bang for your buck.  They are also useful in a new fiscal for managers to make budgetary projections.  For whatever purpose you create them, the best advice I could give you is to not create them for the sake of just having them. Choose a few good measurements and explain to your staff why you are putting them in place, their value etc.  Sometimes staff think you are looking at cutting jobs. 

John A. Gervais
Program Manager
Policy and Guidelines Section
Information Policy and Governance Division
Statistics and Information Management Directorate 
Corporate Strategies and Business Development Branch 
Canada Revenue Agency
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Ottawa, ON, Canada, K1A 0L5 
Tel: 1-613-946-0245
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