Transcript Document

Research Committee Report to
The PSSDC-PSCIOC
Joint Councils
Joint Council Meetings
Quebec City, February 2005
Research Committee Members
Brian Marson (Canada)
Lois Bain (Ontario)
David Primmer (Manitoba)
Ardath Paxton Mann (WD)
Joan McCalla (Ontario)
Guy Gordon (Manitoba)
Sigfried Fuchsbichler
(Yukon)
Judy Ross (NB)
Jocelyne Sauriol (Quebec)
Per Kristensen (Nanaimo)
Liz Gilliland (BC)
BetteJo Hughes (BC)
Mark Belfy (PEI)
Peter Baril (Nunuvut)
Cathy Ladds (TBS)
Lori MacMullen, UNB
Nicholas Prychodko (ON)
Marie-Josée Martel (CCRA)
Laurie Sweezey (ON)
Charles Vincent (ICCS)
Wendy Paquette, ICCS
Patrice Dutil (IPAC)
Research Committee Report
1. Current Research Projects
Citizens First-4
IPAC DM Management Issues Survey
Service Value Chain Project
Individual jurisdictions’ research projects
Research Data Base
2. Projects Under Development
Telephone Channel- Action Research Project
Cost-Effective Service Delivery
Call Centre Automated Client Survey Tool (Alberta)
Research Methodology Review
Taking Care of Business-2
3. ICCS and CMT Standards Board Report
Current Research Projects:
(a) Citizens First-4
Approximately twenty partner organizations (federal,
provincial and municipal) have contributed $450,000 to
fund CF-4;
Phase 5 won the competition to produce CF-4;
The CF-4 steering committee has designed the survey
instrument, which has now been pre-tested by Phase 5
(copies of the survey instrument will be provided to
Council members);
The 2005 CF-4 survey will be completed through a split
sample combination of mail and internet responses;
Preliminary results are expected to be available for
presentation at Lac Carling in May.
Current Research Projects:
(b)IPAC DM Management Issues Survey
Current Pressures on
Public Organizations
Global
Issues
Public demands
for Service
Public demands
for transparency
& performance
accountability
PS
Scandals
Public
Organizations
Negative
public image
of PS
Copyright IPAC 2004
Staff &
Orgn’l
Stress
Fiscal imbalance/
deficits
Technology
Demographic shifts:
the retirement
wave
Responses to the Issues Survey:
The Four Major Themes in 2004
1. Managing the demographic “Generational Shift”
within the public service, including succession
planning, and better knowledge management, to
counterbalance the knowledge & experience loss;
2. Improving Transparency, Accountability, and
Results-based Performance Management to meet
citizens’ expectations;
3. Cost-effective Service Delivery, and improved
service quality, including Government Online and
Integrated Service Delivery;
4. Adjusting policies and programs within fiscal
constraints, responding to intergovernmental fiscal
imbalances, renewing infrastructure, and
strengthening trust and confidence in Government
DM/CAO Quotes on Managing Service Delivery
“Increased service demand, the increasing technological sophistication of
clients, the urbanization of society, and continued expectation for increased
operational efficiency, results in ongoing changes to delivery systems and
supporting technological infrastructure”. (Alberta DM)
“Managing and leading the debate on the continued imbalance between
fiscal capacity and citizen expectations”. (Regina City Manager)
“Demands of the public to maintain the level of services, notwithstanding
budget cutbacks”. (NB DM)
“Improving services to Canadians, including the use of technology to
improve cost-effectiveness and provide Canadians with single window
access to their governments (federal Clerk of the Privy Council)
“Client centred service delivery, shared services across all levels of
government, and service delivery initiatives”. (BC DM)
“Collaborative solutions between municipalities are becoming more
important to service delivery”. (Alberta DM)
”la convergence des services, la création de l’agence Services Québec, et le
déploiment du gouvernment en ligne”. (Québec SM)
The Top Ten Management Issues*
1.
2.
3.
4.
5.
6.
7.
8.
9.
Retirement, recruitment, retention, succession planning (75)
Improved accountability, transparency (31)
Improved service quality/cost-effective delivery including Eservice (27)
Performance and results management, measurement and
reporting (28)
Citizen-centred service (single window service/partnerships)
(25)
Training and leadership development (23)
Responding to budget pressures and reductions (22)
Knowledge transfer, knowledge and information management,
maintaining corporate memory (21)
Rethinking intergovernmental relationships and fiscal
arrangements (17)
10. Workplace well-being/commitment (14)
* By frequency of identification
DMs’ Service Issues by Frequency of
Identification (78 total)
1. Improved service quality and cost-effective delivery
(including E-service and multi channel integration)
(27)
2. Citizen centred service (single window service/
service partnerships/ improved citizen access/ ASD)
(25)
3. Infrastructure revitalization (7)
4. Cost pressures on service delivery (6)
5. Other (13)
Current Research Projects:
(c) Service Value Chain
•Citizens First-3
• Communication
Canada
•ACSI 2002
•James Heskett
•Telus
•Sears
•SQM Group
Employee
Satisfaction
Drivers:
•To be documented
through research
Client
Satisfaction
Confidence
& Trust in
Government
Drivers:
Drivers:
•Timeliness
•Competence
•Courtesy
•Fairness
•Outcome
•Others to be
discovered and
documented
Heintzman & Marson 2003
•Service
Current Research Projects:
(c) Service Value Chain
The current SVC work has two strands:
Identify the drivers of staff satisfaction and commitment
in public organizations and the development of an
internal CMT, ( a federal research project led by Ralph
Heintzman at PSHRMAC and and inter-governmental
working group established by the Public Service
Commissioners)
Investigate the link between staff commitment &
satisfaction and client satisfaction (work led by the
Research Committee including analysis of SQM public
sector call centre database, and moving next to analysis
of existing employee-client data in joint Council
jurisdictions (Council members’ assistance requested).
Service Value Chain: Public Sector Call Centres
Call Center
Employee & Client Satisfaction Relationship
( Client Very Satisfied % )
Public Sector
Client Satisfaction
with Low Employee
Satisfaction
High employee satisfaction
is key to creating high
client satisfaction!
56%
Client Satisfaction
with High Employee
Satisfaction
40%
72%
Source: SQM Group
45%
50%
55%
60%
65%
70%
75%
As you can see from the above chart that high employee satisfaction creates substantially
higher client satisfaction. It is also important to mention that the higher the call complexity is,
the more critical employee satisfaction becomes.
Conclusions of the 2005 SVC Study
at Northwestern University (Prof Oakley)
“There is a direct link between employee satisfaction and
customer satisfaction, and subsequently between customer
satisfaction and improved financial performance. As Oakley
explains, a satisfied customer is less expensive to serve.
Employee retention is another way to curb costs. "An employee’s
intention to stay is highly correlated with satisfaction. Employees
who are not satisfied are more likely to be looking elsewhere for
another job," Oakley says. The study defines engaged employees
as those who are motivated and inspired and who feel a sense of
personal involvement in their work, as well as support from their
organization. Satisfaction and engagement aren’t the same thing,
but satisfaction drives engagement”.
Current Research Projects: (d)Work in
Individual Council Jurisdictions- GoC
Research Completed since PSSDC meeting Fall 2004:
Government of Canada Internet Research Panel – on-line survey #5
Ekos Rethinking the Information Highway 2004/05
Ipsos-Reid Government Service and Satisfaction
Canada Site and CRA -- Qualitative Research Related to the “My
Services” Concept
International Gateway – Live, Learn, Succeed – research with
international students in Canada and abroad
Various branding/communications research related to the Secure
Channel
GoC Internet Panel Results
% who
agree
79%
n
4,483
The information on the site was up -to-date
79%
5,902
Pages loaded quickly
79%
6,231
I felt confident that my privacy was fully protected on this sit e
77%
5,618
The site had the information I needed
73%
6,242
Search engines worked well
68%
5,514
It was easy to find what I was looking for on the site
62%
6,261
The site was visually appealing
61%
6,216
In the end, I got what I needed from the site
76%
6,235
Statement
It was easy to print forms or documents
GoC Internet Panel Results
Figure 3.4 – How did you access the Government of Canada Web site you most recently visited?
29%
30%
Bookmark or Favourite
26%
Links on the Canada Site
21%
Internet search engine
29%
18%
Typing in the URL
28%
3%
Links on a non-Government of Canada Web site
6%
3%
3%
Link in an e-mail message
Survey 5 [n=6,259]
Survey 3 [n=6,266]
1%
Other
5%
0%
10%
20%
30%
40%
GoC Internet Panel Results
Other interesting results from the panel…
•
Almost 80% of respondents were interested in being able to link
to provincial information and services from the Canada Site
•
69% of respondents were interested in being able to link to
municipal information and services from the Canada Site
•
63% of respondents indicated strong levels of trust related to
the Government of Canada keeping personal information safe
•
If you would like a copy of the complete report – please
contact Cathy Ladds at [email protected]
Current Research Projects
(e) Research Data Base
Two years ago, the Research Committee identified the
need to consolidate our research studies into a single
data base that members could access and interrogate;
The Research Data Base is now operational on the ICCS
website (www.iccs-isac.org)
Eighty research studies are now in the data base, and
the data base can be searched to identify all research
findings related to a topic or issue;
This is a major milestone fo the Research Committee
and ICCS.
Members are invited to keep the data base evergreen
by contributing new research studies.
2. Projects Under Development:
(a) Telephone Channel- Action Research
The Research Committee has identified the need to help improve
service and cost-effectiveness of the telephone channel, including
call/CRM centres;
A three-phased action research project is being designed:
A learning event to review current research findings on the telephone
channel, as well as best practices from benchmarking studies;
A ICCS collaborative benchmarking survey of 20-30 public sector call
centres, of individual telephone service, and of best practices;
A follow-up event to create a community of practice to review the
research findings and develop an ongoing action agenda by the
community of practice to improve client satisfaction, and the costeffectiveness of call/CRM centres.
A detailed project plan will be brought to Lac Carling for review.
ACTION: Endorsement by Council Members requested
2. Projects Under Development:
(b) Cost-effective service delivery
This project will be designed to assist member jurisdictions to meet
their objective of promoting and achieving more cost-effective
service delivery;
The project design could consider elements such as:
How clients can be successfully be migrated to lower cost channels or
bundles of channels;
Cost savings from improved access and expanded ISD;
Best practices and cost-effectiveness benchmarks for call centres and
websites;
Cost-avoidance through need-to-contact reduction strategies (the
Amazon.com strategy)
Documented case studies in cost reduction
ACTION: Approval is requested to prepare a detailed project
proposal for Councils’ review at Lac Carling in May
2. Projects Under Development:
(c) Automated Client Survey System
At the Winnipeg Council meetings, Alberta reported
the development and implementation of an
automated system for conducting CMT-based client
surveys for call centres at very low cost;
Research Committee members and ICCS have met
with Alberta and vendor representatives to
collaborate on the development of a version of the
system that could be made available to all member
jurisdictions at minimal cost, and which would be
CMT-compliant;
A progress report will be available at Lac Carling.
2. Projects Under Development:
(d) Research Methodology Review
In the context of designing Citizens First-4, the Research
Committee has identified the need to study the potential
of migrating to lower-cost telephone and Internet-based
surveys for our major series like TCOB and Citizens
First;
In any such migration, important technical issues need
to be addressed, in order to ensure the comparability of
data derived from the different survey methodologies;
The Research Committee has agreed to establish a sub
committee, with access to expert advice, to complete
this study and to bring forward recommendations on the
technical and cost issues.
2. Projects Under development
(e) Taking Care of Business-2
The Research Committee will canvass jurisdictions
later this year to assess whether there is an interest
in fielding a Taking Care of Business survey in
2006;
If there is enough interest, then planning for the
TCOB project would have to begin in the Fall of
2005.
3. ICCS and CMT Standards Board Report
The ICCS and the CMT Standards Board currently
report to the Councils through the research
Committee;
An ICCS Staff Report has been prepared for Council
Members (Charles Vincent and Wendy Paquette);
ICCS Heintzman Award 2005
Council members are encouraged to nominate
individuals for the 2005 Award.
Excellent progress has been achieved on all three
ICCS business lines:
Research;
Knowledge and Best Practices
Common Measurements Tool