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Table 13: Client-Centred-Service

(1) Service (2) Service Standards by Type (3) Performance against Service Standards (4) Client Satisfaction Scores (5) Common Measurements Tool Used (Y/N) (6) Responding to Result (7) Planning to address missing elements
The department has 31 services. Timeliness: 23
Access: 5
Accuracy: 3
Seventeen services have measured performance against service standards within the previous three years. Nine services have measured client satisfaction. Two services used the Common Measurements Tool. A National Client Satisfaction Survey will be conducted in the fall of 2007. A Service Improvement Plan will be developed based on the results of the 2007 survey, as well as a revised service standards brochure which will include regular measurement and reporting activities for all services standards. During 2006-2007 fiscal year, the New Veterans Charter (NVC) was implemented. Service Standards for the NVC programs and services are under development and the At Your Service brochure will be revised to reflect the services standards for the new program.

All service standards included in the revised service standards brochure will be measurable and made available to clients on a cyclical basis. The publication of the new brochure is expected in spring of 2008.

Portfolio service standards which are presented in our Veterans Affairs At Your Service brochure, as well as performance against these services standards and the results of the client satisfaction measurement can be found at the following location: