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This is a short presentation about areas of focus for organizations wanting to increase client satisfaction through Improvement
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Ensuring Citizen/Client Satisfaction through
Continuous Improvement
Professional Development Session2010 Ottawa Public Sector Quality Fair
Citizen/Client Satisfaction
Concepts Citizen Satisfaction / Citizen Service Requirements What’s Important From Important to Improvement
Citizen/Client Satisfaction
A situation that seemed simple and became complicated when you asked for something or service that you really expected.
A situation that seemed like it was going to be a mess was handled by a competent, interested person and you were impressed.
Citizen/Client Satisfaction
Citizen
an inhabitant of a city, town, state or country, and as one, is entitled to its privileges or franchises (services and operations)
Citizen/Client Satisfaction
Client
A person or group who receives or uses the services or products of person or an organization.
Citizen/Client Satisfaction
Satisfaction and Service
Citizen Satisfaction is measured by the recipient on their own scale- regardless of relevance.
Expectation
Citizen Service is measured by internal standards set by the organization
Promise
Citizen/Client Satisfaction
Requirements
1. Spoken
2. Expected
3. Exciters
4. Unspoken
Citizen/Client Satisfaction
Examples- Canadian Tire Car Service Centre Doctor’s office License Bureau
Citizen/Client Satisfaction
Factors that ‘most influence’ satisfaction
1. Timeliness
2. Outcome
3. Knowledge
4. Courtesy
5. Fairness
Citizen/Client Satisfaction
5 Factorsof Satisfaction
Customer Service Approach
4 Customer Requirements
Citizen/Client Satisfaction
5 Factorsof Satisfaction
Customer Service Approach
4 Customer Requirements
Citizen/Client Satisfaction
Organizational factors Timeliness Outcome
Employee factors Knowledge Courtesy
Historical Factor Fairness
Citizen/Client Satisfaction
Creating opportunities to drive high levels of Citizen satisfaction is NOT just for the person who interacts with the citizen.
It is the responsibility of the whole organization.
Citizen/Client Satisfaction
Engaged Employees
• Knowledgeable• Courteous
• Listen• Helpful
Public Sector Value Chain
Improved Processes
• Efficient• Consistent
• Citizen based• Improved
Value
Satisfaction Trust and Confidence in service provider
Citizen/Client Satisfaction
How do we demonstrate a desire to create a high satisfaction experience?
We ask them? We ask the citizen-
Did we cover everything for you today?
We ask the employees What can we do to make serving the citizen easier?
We thank them for telling us. Add it to our improvement list!
Citizen/Client Satisfaction
Does your organization use /have Satisfaction plan Satisfaction meetings Informal feedback Complaint System Compliment System Internal client focus Employee input
Citizen/Client Satisfaction
A high performing organization Openly and widely shares client satisfaction
results and feedback Has a habit of using feedback, formal and
informal for improving services. Demonstrates over time, improvements in
satisfaction ratings Includes linkages to the customer for all
employees to understand their contribution
Citizen/Client Satisfaction
The Voice of the Citizen Do you survey your citizen/clients? How
often? Do you get input/feedback from front line
staff? How often? What do you DO with the information?
Citizen/Client Satisfaction
Thinking doesn’t change the way we act
as powerfully as action changes the way we think.
Citizen/Client Satisfaction
Starting the process- Think What should a satisfied citizen look like? Who is closest to the citizen? Who’s next? What do we currently do well? What do other organizations do?
Citizen/Client Satisfaction
Starting the process- Measures What are we currently measuring? When? Are we measuring the correct things? What do the front line staff measure? How BIG of a deal is this?
Citizen/Client Satisfaction
Starting the process- Act Talk to the managers. Talk to the employees. Talk to the customers. Talk to yourself Do it all again- often
Citizen/Client Satisfaction
Starting the process- Act Start Something important
Something small
Something employee basedSomething customer based
Citizen/Client Satisfaction
Starting the process- Improve Meet with the managers
Understand the perceptions
Involve in the managers Understand the communication approach
Encourage employee participation Understand who is interested in helping
Citizen/Client Satisfaction
Starting the process- Improve Begin to measure the level of involvement
and share the tasks and progress with the team
Walk the Talk
Citizen/Client Satisfaction
Starting the process- Act Communicate
Progress Success stories Next steps How to become involved
Celebrate Learn and then do it again!
Citizen/Client Satisfaction
Improvement Tools Check Sheets (to count and categorize feedback) Surveys- (build or buy public opinion- be as specific as affordable) Feedback loops (listen to everything being said) Quality Function Deployment tools
Affinity diagrams, Relation diagrams, process review
Business Process Review tools Improve-X Training (employee workshops/manager facilitation)
Creating/measuring Excellent Service. Building links in the Public Sector Value Chain Engaging and improving Service Teams. Measuring what matters.
Citizen/Client Satisfaction
Reference Material Institute for Citizen Centre Service www.iccs-osca.org Customer Satisfaction- National Quality Institute, www.nqi.ca Baldrige Quality System- Steven George The Three Pillars of Public Management, Instrup & Crookall CoachCole Business Consulting, www.improve-x.com Treasury Board of Canada. Firing on all Cylinders- Jim Clemmer Six Sigma Concepts-Mikel Harry (Motorola)