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ARCHIVED - Service Improvement Initiative - Toolbox

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Service Improvement Plan Template

The following pages present several options that departments and agencies, at different organizational levels, may wish to consider in the creation of their service improvement plans.


The service improvement plan is - in essence - a comprehensive summary document that captures the information collected and synthesized in Step 1 to Step 5 and presents it in a concise manner. It will identify the clients, partners and stakeholders of the organization, and state the mission statement of the organization that includes a service vision to provide focus to serve as a reminder of the mission when drafting the plan. It will identify the client feedback mechanisms used, and identify the current levels of client and employee satisfaction, expectations, and priorities. From this, it will identify the priorities that clients have identified for service improvement, and lead to the setting of satisfaction improvement targets and client driven service standards. The improvement plan then states actions to achieve the targets, defines the schedule, and allocates resources and responsibilities for improvements. It is also forward looking to the later steps by identifying how progress will be measured for each target.

Suggested Approach

The examples found on the following pages are examples only. They are not intended to represent the definitive ways to structure a service improvement plan, but to serve as suggestions for organizations, from the work unit level up to the department or agency-wide basis, for what such a plan might look like.

The examples presented are presented in a variety of formats, but generally all contain the same basic information elements. Remember, the service improvement plan is designed primarily to serve the internal needs of the organization to structure and plan actions for improvements. As such, the structure of the plan should reflect the needs of the organization so that is understandable by management and staff. A secondary consideration will be any information needed for reporting purposes. In these cases, the organization may wish to use the same format in the plan as it will use in the reporting process to simplify report preparation.

Sample worksheets from the How-to Guide are available in RTF (1302KB) and PDF (156KB) formats.