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Table 10: Client-Centered Service
| 1. Service 2. Service Standards by Type 3. Common Measurements Tool Used |
Performance against Service Standards | Client Satisfaction Scores | Responding to Results | Planning to address missing elements |
|---|---|---|---|---|
| 1. Personnel Psychology Centre (PPC) 2. Type 1 and 2. Service standards exist. 3. No |
Client satisfaction data suggest clients are pleased with test services (shipping, scoring, results management and communication, etc.) in the PPC. | Ninety-three percent of respondents indicated they “agreed” or “strongly agreed” that PPC responded quickly to their requests. Overall, 93% of clients who responded indicated that they were “completely satisfied” with the service provided. Ninety-two percent of respondents indicated that PPC staff were “friendly and courteous” in responding to their needs. | During 2006-2007, the PPC focused on the review and management of service standards in the delivery of Oral Interaction testing (OI). To this end, the PPC implemented a five-point improvement strategy aimed at decreasing SLE OI wait times. | In 2008, the PSC will be renewing its current service standards and developing new ones to make them more relevant with respect to its new business model. The PSC is currently updating its survey to make it more encompassing and relevant to its new business model. It is also looking into CMT new on-line tools. |
| 1. Jobs.gc.ca & psc-cfp.gc.ca 2. Type 2. Service standards exist including: Common Look and Feel (CLF); service standards related to inquiries from the public. 3. No |
Public opinion research was conducted on the satisfaction of applicants to jobs.gc.ca with both the jobs.gc.ca and the psc-cfp.gc.ca websites. | Overall 86% of the people surveyed are satisfied with jobs.gc.ca the site, including elements such as structure and content. The site is described as user friendly. Users appreciate its navigability (speed, clarity, and buttons). | The site is being revised based on survey results. | The site is expected to be fully compliant with CLF by December 31, 2008.Regarding inquiries from the public: a review of the delivery model is underway; options will be developed in 2007-2008. |
| 1. Executive Resourcing 2. Type 2. Service standards exist. 3. No |
Executive Resourcing sought client input to advise on current perceptions and needs. | The consultations indicated a continuing need to be proactive in the HR community, to focus our resources and to strive to improve speed of staffing processes for executive. resourcing. | The new business model for the Staffing Services and Assessment Branch will respond to the client needs expressed in recent consultations. | A one hundred percent client satisfaction survey has been implemented to track service delivery performance. |
| 1. Recruitment Services 2. Type 2. Service standards exist. 3. No |
During March 2007, focus group sessions were held across Canada with key stakeholders. The consultations sought feedback from both hiring managers and members of the human resources/staffing community on their needs as well as other issues emerging from the transformation of Staffing and Assessment Services Branch's services. |
Preliminary feedback of clients based on our consultation sessions provided the following recommendations:
|
The new business model for the Staffing Services and Assessment Branch will respond to the client needs expressed in recent consultations. | In 2008, the PSC will be renewing its current service standards and developing new ones to make them more relevant with respect to its new business model. The PSC is currently updating its survey to make it more encompassing and relevant to its new business model. It is also looking into CMT new on-line tools. |