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5.1.11 Client-Centred Service
| (1) Service | (2) Service Standards by Type | (3) Performance Against Service Standards | (4) Client Satisfaction Scores | (5) Common Measurements Tool Used (Yes/No) | (6) Responding to Results | (7) Planning to Address Missing Elements |
|---|---|---|---|---|---|---|
| Measuring device and electricity and natural gas meter approvals Measurement standards and measuring apparatus certification Measuring device and electricity and natural gas meter inspections Complaint investigations Electricity and natural gas accreditation program Weights and measures accreditation and registration programs |
All services have service standard performance targets related to timeliness. | All services are measured against performance targets on an annual basis. | Client satisfaction is measured on an ongoing basis through an online feedback mechanism. Client satisfaction with the accreditation and registration programs is obtained as part of ongoing evaluation of program performance | No | Measuring device and electricity and natural gas meter approval service delivery targets will be modified in 2007-08. Client satisfaction with accreditation and registration program services is evaluated on an annual basis. |
| (1) Service | (2) Service Standards by Type | (3) Performance Against Service Standards | (4) Client Satisfaction Scores | (5) Common Measurements Tool Used (Yes/No) | (6) Responding to Results | (7) Planning to Address Missing Elements |
|---|---|---|---|---|---|---|
Granting or registering ownership for five types of intellectual property:
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All key services have service standards related to timeliness. | Service standards status is reported on an annual basis. |
Client satisfaction was measured for overall services in 2005:
|
Yes |
Service improvements priorities were identified based on client priorities. Based on 2005 National Client Survey, clients want progress on the following three areas:
|