Transcript PSSDC: Report of the Research Committee

PSSDC/PSCIOC: Report of the
Research Committee
Public Sector Service Delivery Council
& PSCIO Council Meetings
St-Sauveur, May 2003
(DRAFT)
PSSDC-PSCIOC Research
Committee Members
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Art Daniels and Brian Marson (co-chairs)
Lois Bain (Ontario)
Joan McCalla (Ontario)
David Primmer (Manitoba)
Guy Gordon (Manitoba)
Ardath Paxton Mann (Canada)
Mary Ogilvie (New Brunswick)
Bette Jo Hughes (BC)
Cathy Ladds (Canada)
Marie-Josée Martel (CCRA)
Nancy MacLellan (Nova Scotia)
Frank Mayhood (City of Kamloops)
Charles Vincent (Chair, CMT Standards Board)
Patrice Dutil (IPAC)
Presentation Outline
 Projects in Progress:
– Citizens First- Wave 3 (with ICCS)
– Taking Care of Business (via ICCS)
– Staff-client satisfaction (Service Value Chain)
– Governance issues in integrated service delivery (TBS)
 Other Projects
– Development of research data base
– Identifying future research priorities
 ICCS and CMT Standards Board
– ICCS Progress Report/ICCS Review
– New Release of the Expanded CMT
 Research Projects by Member Jurisdictions
Research Projects in Progress
 1. Citizens First-3
– Report published March 2003 and distributed to partners
(Summaries of Report available at Lac Carling)
– Communications plan in place for CF-3
– Key findings:
• Citizens’ ratings of public sector service improving;
• Citizen expectations continue to rise;
• Service identified as an important driver of citizen confidence
in government;
• Multi-channel service delivery is exploding;
• Important new insights into E-channel service delivery;
• New data on citizen satisfaction by service channel;
• Confirmation of drivers, service standard expectations, and
citizens’ priorities for service improvement.
Research Projects in Progress
 2. Taking Care of Business National Survey
– ICCS developed and circulated a prospectus to
partner jurisdictions;
– Twenty federal, provincial and municipal partners
have committed funds to the project, including new
partners who have not participated before;
– RFP placed on MERX system and 15 good
proposals received;
– Committee of Partners selected the Phase 5
Company as the successful bidder
– Research Committee representatives will assist
partners and ICCS in the survey design;
– Fielding planned for late summer and Fall
Research Projects in Progress
 3. Researching the Service-Value Chain in the
Public Sector
– Joint project with HR Committee, led by Research Committee,
approved in Toronto in February 2003
– A Working Group has been established, chaired by Guy Gordon of
Manitoba and has met by teleconference. First in-person meeting
May 23, 2003, in Ottawa. Includes members from Ontario, NB,
Manitoba, Saskatchewan, and Canada (TBS, CCRA, Canada Post).
– A major literature overview paper on the Service Value Chain and
drivers of staff satisfaction was commissioned from Dr. Faye
Schmidt and has been submitted for review by the Working Group.
– Work Plan next steps: analysis of data contributed by various
jurisdictions over the summer to begin identifying drivers of staff
satisfaction/commitment as well as staff-client satisfaction links.
– Progress report planned for Fall meeting of PSSDC-PSCIOC
Future Projects:
The Service-Value Chain
The Public Sector Service Value Chain
Employee
Employee
Satisfaction
Satisfaction
Drivers:
•To be discovered
Client
Client
Satisfaction
Satisfaction
Confidence
Confidence
&
&Trust
Trustin
in
Government
Government
Drivers:
Drivers:
•Timeliness
•Competence
•Courtesy
•Fairness
•Outcome
•Others to be
discovered
•Service
Research Projects in Progress:
 4. ISD-Beyond the Barriers- Issues and Challenges
in Integrated Service Delivery (Initiated by CIO
Canada)
– Examines integrated service delivery, including the
different models of intra-departmental, interdepartmental, and inter-governmental service delivery, as
well as the governance issues and solutions that arise
from these horizontal and vertical partnerships.
– Professor Ken Kernaghan of Brock University is the lead
researcher.
– Thirty interviews completed with key public sector
managers, plus literature review and 10 case ISD studies;
– Interim report to be presented for discussion at Lac
Carling PSSDC-PSCIOC meetings.
Work Plan: Future Projects
 1. Identifying Forward Research Priorities
– Presentation prepared by Brian Marson and
Charles Vincent for Lac Carling, outlining
several potential research themes;
– Electronic voting will occur at Lac Carling
Plenary;
– Results will be reviewed by Research
Committee in designing the forward agenda;
– Timeframe: May 2003
Work Plan: Themes for
Plenary Voting at LC-VII
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1. Best practice in service satisfaction
improvement
2. Market segmentation of service delivery in a
multi-channel environment
3. Citizen engagement and e-democracy
4. Third party service delivery
5. Collaborative arrangements in integrated
service delivery
6. Service quality in regulatory and science
agencies
Work Plan: Future Projects
 2. Documenting and Communicating Accumulated
Research Findings to PSCIOC-PSSDC Members
and the Service Community
– The need is to create a data base:
• Listing existing research studies with their main findings;
• Listing of main service issues, and the research studies which
inform them;
• Establishing for PSSDC-PSSCIOC members a searchable data
base of research findings.
– Proposed Action:
• Identify a jurisdiction(s) which will fund the project;
• Put the database onto the ICCS website
• Timeframe- Summer-Fall 2003
ICCS Progress Report
 A Progress Report from ICCS Managers, Nicholas
Prychodko and Charles Vincent is attached for review;
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Service level agreement with IPAC complete
CF-3 Published
Taking Care of Business underway
CMT data base under construction
Enhanced CMT ready for implementation
ICCS Website being used extensively
Funding needed for benchmarking
 The PSSDCC-PSCIOC Committee to review ICCS
(Chaired by Lois Bain) will report at the Lac Carling
Meetings;
CMT Standards Board Report
 A Report from Standards Board on the
implementation of upgraded CMT is
attached as a separate document.
– Field testing of Version 2 of the multi-channel
CMT completed and results were positive;
– Version 2 of CMT is recommended for
implementation by the CMT Standards Board
and the Research Committee.
Annex: Research Reports
Sponsored by Jurisdictions- New
Brunswick
– Customer Satisfaction Survey on ESD
Support/E-mail
– Importance of Service Quality Drivers for E-mail
Customers
– Real Property Registry Procedures –
Satisfaction Survey
– Customer Satisfaction Survey for Virtual
TeleServices Agent Project
– Long Haul Trucker Survey
– E-Citizen Engagement pilot project with the City
of St. John.
– UNB E-Government Research Conference:
• http://198.164.40.138/e-gov/
Annex: Planned Research Reports
Sponsored by Jurisdictions- Canada
 GOL Internet Panel – Year 2
– Refresh/renew panel members – contracting underway (MERX)
– Two on-line surveys/one set of on-line focus groups planned for FY 2003/2004
– Panel is representative of Canadian Internet Users (4,500+ respondents)
 Ekos – Rethinking the Information Highway
– Fieldwork this spring – results early summer
 Ekos – Rethinking Citizen Engagement
– Fieldwork this past winter and spring – preliminary results available
 Privacy/Security/Authentication Research
– Project planned to provide continued support to epass and other related initiatives
 Multi-Channel Marketing/Promotion/Channel Migration
– Specific details to be finalised
 For more information – contact [email protected]
Annex: Completed Research Reports
Sponsored by Jurisdictions- Canada
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GOL Internet Panel – Year 1 - 3 separate projects
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Ipsos-Reid Omnibus Telephone Survey (March 2003)
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Ekos-Rethinking the Information Highway (Summer 2002)
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Compas – Multi-Channel Service Delivery Focus Groups (Jan. 2003)
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Phase 5 – epass, authentication and information sharing (Jan. 2003)
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Business Gateway – Transition Cluster Focus Groups (Winter 2003)
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Canadians Gateway –Transition Cluster Focus Groups (Winter 2003)
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Plus numerous projects undertaken by individual departments,
gateways and clusters to support on-going development of the
Canada Site and the gateways and clusters