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Table 14: 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 Results |
(7) Planning to address missing elements |
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Canada Business Service Centres(CBSCs) – general business information services |
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83% of clients expressed satisfaction with the overall quality of service (2006-2007). For further details see www.ic.gc.ca. |
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CBSCs use the client survey information to facilitate performance reporting, communication and management decision making. |
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CBSCs export services |
Answer 80% of telephone enquires within 20 seconds or 3 rings |
The average rating for the four western CBSC’s was 96.6%. |
Not available |
N |
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WD direct client service |
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WD to conduct a client satisfaction survey during 2007-2008. WD is also developing service standards for project funding requests with respect to timeliness, access, and accuracy. |