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Table 19: Client-Centred Service
Service Standards by Type
Performance against Service Standards
Client Satisfaction Scores
Common Measurements Tool Used (Y/N)
Responding to Results
Planning to Address Missing Elements
5 services have been identified that meet the definition a 5 5 4 b 2 c All services that measure performance against standards and/or assess client satisfaction have mechanisms in place to track trends and to adjust and improve processes to remediate shortfalls. For at least two services (Consular and Trade Commissioner) plans are being developed to measure client satisfaction more immediately and more frequently using online survey techniques. This is aimed at increasing the timeliness and quantity of client response data for analysis. At least one service (Export/Import Controls) plans to review the Common Measurements Tool to assess its value in client satisfaction measurement.


  1. The five DFAIT services identified are: Consular Services; Passport Services; Export/Import Controls; Trade Commissioner Service; Program for Export Market Development.

  2. Consular Services; Passport Services; Trade Commissioner Service; Program for Export Market Development

  3. Consular Services; Passport Services