THE COMMON MEASUREMENTS TOOL

A User-Friendly Survey Tool for the Public Sector Overview Presentation Faye Schmidt Regional Executive - BC and AB Service and Innovation Treasury Board of Canada Secretariat Secrétariat du Conseil du Trésor du Canada

A key element in SI Initiative implementation:

Ongoing progress and performance measurement:

– Developing and monitoring client-driven service standards in areas clients say we need to improve – Year One: Baseline client satisfaction measurement using Citizens First or CMT – Annually using the CMT core items and others selected by the department to assess baselines and progress

THE COMMON MEASUREMENTS TOOL

Objectives of the CMT:  provide a ready-made tool for public service organizations  enable like-organizations to compare results  facilitate the sharing of information gained and lessons earned between organizations  enable organizations to build internal benchmarks

THE COMMON MEASUREMENTS TOOL

How high is up? The need for a Common Measurements Tool Poor 1 Poor 1 Good Very Dissatisfied 0 Dissatisfied Fair Very good Satisfied

90% Satisfied and Very Satisfied

Excellent 4 Good 10 Very Satisfied 6

90% Satisfied and Very Satisfied = THE COMMON MEASUREMENTS TOOL

What does the CMT Measure?

 Central core of standard questions and standard 5-pt measurement scales  Client feedback (not citizen level)  Five elements of the service experience in the five dimensions or areas of the service experience  Additional questions customized by the organization to met their needs

THE COMMON MEASUREMENTS TOOL

Elements of the Service Experience      Client expectations Client perceptions of service experience Level of satisfaction Level of importance Priorities for Improvements

THE COMMON MEASUREMENTS TOOL

Understanding Service Gaps

Definition of Service Gap:

The difference between client expectations and the client’s perception of the service experience.*

Expect ations Gap Service

*Source: Zeithaml, Valerie. et al., 1990

THE COMMON MEASUREMENTS TOOL

BC Office Products Centre: Using both satisfaction & importance data

Low High Areas where priorities should be focussed

•Products arrived on time •Prompt handling of customer complaints

Organizational strengths

•Courteous and helpful staff •Same day delivery service

Low Priority Unnecessary strengths - possible overkill

•Personal visits by customer service reps •On-line electronic ordering •Electronic billing

SATISFACTION THE COMMON MEASUREMENTS TOOL

Service Dimensions      Responsiveness Reliability Access & Facilities Communications Costs

THE COMMON MEASUREMENTS TOOL

How Does the CMT Work ?

  Offers a consistent measurement system Offers comprehensive item bank for selection  Offers descriptive and Likert types of questions  Requires customization by organization  Allows addition of questions by organizations  Supported by a managers’ guide, a software package, and a companion surveying guide

THE COMMON MEASUREMENTS TOOL

The CMT

• Go to tool

This graph displays satisfaction vs.

importance for multiple service issues

20 00-0 3-08 Cu sto mer Fe edb ack - C MT 22

To contact me:

PHONE: (250) 418-5054 Pacific Time FAX: (250) 598-0167 EMAIL: [email protected]

Treasury Board of Canada Secretariat Secrétariat du Conseil du Trésor du Canada