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Excerpt from the Preparation Guide Departmental Performance Reports 2002-2003

Service Improvement Initiative

The following guidelines apply to all departments and agencies which have been identified as having significant service delivery activities with Canadians under the Service Improvement Initiative. However, all departments and agencies are encouraged to apply these guidelines where the information is available.

Results for Canadians commits the Government of Canada to measurable improvements in client satisfaction. The Treasury Board of Canada through the Service Improvement Initiative commits the government to achieve, at a minimum, a 10% increase in client satisfaction with key, significant direct service delivery activities by the year 2005. This initiative, which last year was integrated with the Government On-Line Initiative at Treasury Board, encourages service improvements from a citizen-centred perspective, focusing on achieving real improvement in client satisfaction with service quality. Departments are required to use their DPR to specify the activities, targets and achievements that are moving the government toward the 10% target. On-going service improvement depends on departments' and agencies' ability to: measure levels of client satisfaction, set targets for improving client satisfaction with their key services to the public, monitor implementation, and report progress on improvement in client satisfaction for key services to public.

Departments should report on four key elements of their service delivery performance: Programs and services covered by a service improvement plan; Main achievements in improving service from a citizen-centred perspective; Improvements in client satisfaction and progress toward satisfaction targets; Service standards for all key public services: development of baseline information. , setting of standards and performance against those standards

1. Programs and services formally covered by a service improvement plan

The establishment of a formal and structured service improvement plan by business line, program, delivery channel (or geographic basis) is one of the key tools to achieve improvements in client satisfaction. In the report, it is important to identify what programs and services are formally covered by a service improvement plan, and how they are linked with an on-going client feedback strategy which allows the department to understand client needs, expectations and priorities for improvement, as well as monitor progress toward satisfaction targets and update its service improvement strategy.

Departments must demonstrate that the most significant programs and services from the citizen's point of view are appropriately covered.

2. Main achievements in improving service from a citizen-centred perspective

An overview of the key client priorities for service improvement identified this year, and the main actions taken to address them.

3. Progress toward satisfaction targets

Measuring client satisfaction with service quality is the most effective way to assess whether or not actions undertaken to improve service had a real impact. While each department and agency will set their own targets for improving their client satisfaction results, departments will report on annual progress in improving client satisfaction and on meeting their annual improvement targets. In particular, departments will report their progress toward improving the timeliness of service, service accessibility, outcome, and overall satisfaction. Each of these aspects of service was highlighted in recent research as requiring specific attention. Departments must indicate, where applicable, whether services are surveyed on a cyclical basis (i.e. other than on an annual basis). When pertinent, detailed survey results regarding client satisfaction levels and priorities for improvement are to be made available by a proper link to the departmental Internet site.

Level of Satisfaction Table - Core Questions - Example (Tabulate by Service)
Issues	Questions	Baseline results	2002-2003 targets	2002-2003 results
Timeliness	Overall, how satisfied were you with the amount of time it took to get the service/product.	XX %	XX %	XX %
Access	Overall, how satisfied were you with the accessibility of the service/product?	XX %	XX %	XX %
Overall Satisfaction Rating	How satisfied were you with the overall quality of service delivery?	XX %	XX %	XX %
Outcome	In the end, did you get what you needed?	XX %	XX %	XX %

 

Common questions on client satisfaction have been defined for government-wide reporting. To ensure consistency and to be able to benchmark results, these common questions should be integrated into client satisfaction surveys undertaken by departments using the Common Measurements Tool (CMT). Detailed client satisfaction results should be made available on the departmental WWW site with the appropriate URL reference in the table. Departments are encouraged to use the CMT Benchmarking Database in their service improvement work. The CMT Benchmarking Database provides the opportunity to anonymously compare your CMT survey results with peer organizations across Canada and internationally. For more information visit the Institute for Citizen-Centred Service's website at http://www.iccs-isac.org/eng/default.htm

4. Service standards for all key public services and performance against service standards

Although improvement of client satisfaction is the key measure of service improvement and service quality, service standards continue to play an important role in the overall service improvement strategy. For each service standard, developed from knowledge of client expectations, departments are required to measure actual performance against these standards. Overall performance is to be reported in the DPR, while additional information about service standards and performance against those is to be made available by a proper link to the departmental Internet site. An example of a service standards table is provided below.

Service Standards Table - Example
Areas	Service Standards	Performance expected	Results
Accessibility	We will provide you at least eight hours service each business day and we will post our hours in each office.	XX %	XX %
Timeliness	When you leave a message in a voice mailbox, we will return your call within 2 hours.	XX %	XX %
Information	If you send us a request about your personal file, we will respond to it within five business days of receiving it.	XX %	XX %
Language	Our services are available in both official languages. You will be served in the official language of your choice.	XX %	XX %
Detailed service standards and results are available on our Web site.

 

Service standards, performance results, as well as client survey feedback are to be published and made available to clients on the department's WWW site. The appropriate URL must be referenced in the table.

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