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Service Delivery Improvement Division
As part of the Government On-Line team within the CIOB, our commitment is to assist departments and agencies with continuous improvement in service delivery. We lead several initiatives to advance the Government's citizen-centred agenda:
Service Improvement Initiative - Establishes policy pursuant to the Policy Framework for Service Improvement. Twenty-seven lead and core Departments are required to establish baseline levels of client satisfaction and set targets for improving satisfaction with key services by the end of March 2004. The government seeks to achieve a minimum global target of a 10% improvement by 2005.
Common Measurements Tool (CMT) - is the common client satisfaction survey instrument required by the Service Improvement Initiative. Intended for use in public sector organizations from all levels of government, the tool has been adapted to accommodate surveying in a multi-channel service delivery environment. Its use is mandatory in order to ensure uniform measures and facilitate benchmarking exercises across government.
Service Delivery Network Profile - is being developed to establish a consolidated Government of Canada points-of-service profile, to identify the number of physical locations that provide in-person, telephone and mail services, and to relate volumes of service with costs.
Horizontal Expenditure and Management Review of Call Centres - is part of a larger review of all service delivery across government. The review is being conducted to identify how call centers can be streamlined and create a more seamless service experience for citizens. Opportunities for improvement include enhancing telephone self-service and seeking common approaches between departments and agencies to meet the needs of a common client.
Interjurisdictional Service Delivery - Consultations with federal, provincial, municipal and territorial bodies are being conducted to build communities of practice and facilitate convenient access to services provided by all levels of government.
