Joseph Cole Ensuring Citizen Satisfaction Through Continuous Improvement

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


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

an inhabitant of a city, town, state or country, and as one, is entitled to its privileges or franchises (services and operations)


Client

A person or group who receives or uses the services or products of person or an organization.


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


Requirements

1. Spoken

2. Expected

3. Exciters

4. Unspoken


Examples- Canadian Tire Car Service Centre Doctor’s office License Bureau


Factors that ‘most influence’ satisfaction

1. Timeliness

2. Outcome

3. Knowledge

4. Courtesy

5. Fairness


5 Factorsof Satisfaction

Customer Service Approach

4 Customer Requirements


Organizational factors Timeliness Outcome

Employee factors Knowledge Courtesy

Historical Factor Fairness


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.


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


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!


Does your organization use /have Satisfaction plan Satisfaction meetings Informal feedback Complaint System Compliment System Internal client focus Employee input


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


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?


Thinking doesn’t change the way we act

as powerfully as action changes the way we think.


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?


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?


Starting the process- Act Talk to the managers. Talk to the employees. Talk to the customers. Talk to yourself Do it all again- often


Starting the process- Act Start Something important

Something small

Something employee basedSomething customer based


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


Starting the process- Improve Begin to measure the level of involvement

and share the tasks and progress with the team

Walk the Talk


Starting the process- Act Communicate

Progress Success stories Next steps How to become involved

Celebrate Learn and then do it again!


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.


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)

JOSEPH COLE

Improve-X.com

613.291.2653

[email protected]

Joseph Cole Ensuring Citizen Satisfaction Through Continuous Improvement

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