Treasury Board of Canada Secretariat
www.tbs-sct.gc.ca
Common menu bar links
Breadcrumb Trail
ARCHIVED - Performance Measurement for the Government On-Line Initiative
This page has been archived.
Archived Content
Information identified as archived on the Web is for reference, research or recordkeeping purposes. It has not been altered or updated after the date of archiving. Web pages that are archived on the Web are not subject to the Government of Canada Web Standards. As per the Communications Policy of the Government of Canada, you can request alternate formats on the "Contact Us" page.
|
|
Client Satisfaction |
|
Indicator(s) |
Increased satisfaction levels through high quality services that provide clients time, effort, and cost savings relative to other delivery channels Robust and accurate citizen/client feedback drives the improvement and evolution of services |
|
Measurement Level and Technique |
Measurement at the service and "whole of government" level primarily using citizen/client feedback |
|
Primary tool(s)/data source(s) |
1) Departmental reporting on GOL plans and progress – the reporting includes three types of data related to client satisfaction: data from client satisfaction surveys; self-assessments of client benefits; and information on service standards 2) Omnibus surveys – includes, e.g., Citizens First and Taking Care of Business studies, TBS GOL Internet Research Panel |
|
Summary of results achieved in 2003 |
Mixed – While overall client satisfaction is relatively high, there are neither enough surveys of client satisfaction by departments and agencies nor sufficient use of satisfaction results to communicate with clients and develop service improvement strategies. Canadians' overall satisfaction with federal services has increased from 60% in 1998 to 64% in 2003. Half of the GOL departments and agencies have recently done a client satisfaction survey for at least one of their services; the average score is four or "satisfied" (on a one to five scale ranging from "very dissatisfied" to "very satisfied"). A smaller number have done surveys specifically for the Internet delivery channel. Only a few GOL services have sought their clients' perceptions of expected client benefits such as easier access and better information. Only one-third of departments and agencies have published the results of their satisfaction surveys, and a similar number have published service standards (two-thirds report having established service standards). |
|
Raw data
|
– Canada Post, CCRA tax services, HC information services, and HRDC employment services all contributed to this improvement, as did Canadians' satisfaction with on-line service generally
– Satisfaction with on-line government services is 68%, whereas satisfaction with services available by phone is only 56% – More than 80% who have used the on-line version of a government service would do so again – Over 50% of Canadians who want to receive government services through a different delivery channel would like to switch to the Internet or e-mail; this compares with only 21% who would like to switch to in-person service, 19% to the phone, and seven percent to mail – Greater satisfaction with on-line service delivery is noteworthy, as 51% of Canadians (66% of Internet users) have visited a federal Web site at least once in the past year, up noticeably since 2001 (EKOS, 2003); more detailed results can be found in the take-up section of this report
– 82% of businesses that have used the telephone to receive a government service would do so again (their strongest allegiance), while 73% of individuals would use it again – In contrast, 78% of businesses that have used the on-line version of a government service would do so again, while 81% of individuals would use it again (their strongest allegiance) GOL services – satisfaction surveys
– 14 of these 45 services, covering 10 of 30 departments and agencies, report publishing survey results on their Web sites
– Examples of services that do use survey results in this way include: HC's "Health Promotion", IC's "Federal Economic Development Initiative in Northern Ontario (FedNor)", NRCan.'s "Geographical Applications", Stats. Can.'s "Collection", "Communications and Dissemination", and "Stakeholder Relationships"
– These results are consistent with findings from a recent omnibus survey, which reports that average satisfaction score is about four or "satisfied" for federal Web site usage (where one is "very dissatisfied" and five is "very satisfied") (GOL Internet Research Panel, 2004) – 13 of these services have compared their Internet channel with other channels; most (nine) indicate that satisfaction with on-line delivery is the same as with other channels GOL services – service standards
– 32 of these 56 services also report having done a client survey in the past two years – 26 services, covering nine of 30 departments and agencies, have published their standards GOL services – benefits
– 115 of 130 services (88%) are providing easier access – 62 services (47%) are providing time savings – 62 services (47%) are providing simplified interactions with the federal government – 60 services (46%) are providing better information leading to increased education, skills, and professional development opportunities, and/or better information leading to increased business opportunities – 41 services (31%) are bundling related components in ways that are not possible through traditional delivery channels (e.g., in-person, phone, mail) – 24 services (18%) are providing cost savings
– Actual feedback is positive, with elements such as Web site clarity and ease of navigation typically rated as "good" to "very good"
– Actual feedback is mixed; some clients are very satisfied with the information currently on-line; others think that it is incomplete or does not fully meet their needs |
|
Plans for improvement
|
|
