November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The...
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Transcript of November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The...
![Page 1: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/1.jpg)
November 13, 2003CMT Day
1Kate Johnston
Corporate Projects ConsultantHalton Region
CMT: The Halton Experience
![Page 2: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/2.jpg)
November 13, 2003CMT Day
2Kate Johnston
Corporate Projects ConsultantHalton Region
Presentation Outline
• Halton in Context• Objectives of Study• Halton’s Approach• Benchmarking Experiences• Implications for Halton• Key Take-Aways
![Page 3: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/3.jpg)
November 13, 2003CMT Day
3Kate Johnston
Corporate Projects ConsultantHalton Region
Halton Region
![Page 4: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/4.jpg)
November 13, 2003CMT Day
4Kate Johnston
Corporate Projects ConsultantHalton Region
Halton In Context
• 1700 employees
• Wide range of services
• 70,000 telephone inquiries per month
• Receives inquiries on all government services
• Implementing corporate customer service transformation project
![Page 5: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/5.jpg)
November 13, 2003CMT Day
5Kate Johnston
Corporate Projects ConsultantHalton Region
Study Objectives
• Assessment of public awareness of regional services
• Evaluation of customer service performance• Benchmark performance
– Over time– Vis-a-vis other organizations
• Determine opportunities for improvement• Assessment of citizens’ actual and preferred
communication channels
![Page 6: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/6.jpg)
November 13, 2003CMT Day
6Kate Johnston
Corporate Projects ConsultantHalton Region
Rationale for Using CMT
• Opportunities for benchmarking
• Contribute to public sector’s knowledge base
![Page 7: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/7.jpg)
November 13, 2003CMT Day
7Kate Johnston
Corporate Projects ConsultantHalton Region
Halton’s Approach
• Developed terms of reference (Dec ‘02)
• Hired public opinion polling firm (Feb ‘03)
• Confirmed survey methodology (Feb ‘03)
• Developed survey instrument (Mar-Apr ‘03)
![Page 8: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/8.jpg)
November 13, 2003CMT Day
8Kate Johnston
Corporate Projects ConsultantHalton Region
Halton’s Approach (cont’d)
• Executed survey (May ’03)
• Analyzed and reported results (June-Sept ’03)
• Assessed implications to customer service strategy (July ’03)
![Page 9: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/9.jpg)
November 13, 2003CMT Day
9Kate Johnston
Corporate Projects ConsultantHalton Region
Survey Methodology
• 15-20 minute telephone survey
• Conducted May 1-14, 2003
• 804 residents weighted by municipality
• Included six core CMT questions plus three additional CMT questions
• CMT questions directed to “users”
![Page 10: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/10.jpg)
November 13, 2003CMT Day
10Kate Johnston
Corporate Projects ConsultantHalton Region
Survey Design
• Questions pertaining to:– Public priorities– Awareness of local service delivery– Satisfaction with quality of life– Satisfaction with Halton Region government– Satisfaction with specific services– Information sources
![Page 11: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/11.jpg)
November 13, 2003CMT Day
11Kate Johnston
Corporate Projects ConsultantHalton Region
CMT Questions Used
• How satisfied were you with the overall quality of service delivery?
• Overall, how satisfied were you with the accessibility of the service/product?
• In the end, did you get what you needed?
![Page 12: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/12.jpg)
November 13, 2003CMT Day
12Kate Johnston
Corporate Projects ConsultantHalton Region
CMT Questions Used (cont’d)
• I was treated fairly? (agree/disagree)
• Staff went the extra mile to make sure I got what I needed? (agree/disagree)
• Staff were knowledgeable and competent. (agree/disagree)
![Page 13: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/13.jpg)
November 13, 2003CMT Day
13Kate Johnston
Corporate Projects ConsultantHalton Region
CMT Questions Used (cont’d)
• Staff were courteous. (agree/disagree)
• The hours of service were convenient. (agree/disagree)
• The office was conveniently located (agree/disagree)
![Page 14: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/14.jpg)
November 13, 2003CMT Day
14Kate Johnston
Corporate Projects ConsultantHalton Region
Benchmarking Experiences
With CMT:• ICCS feedback on survey instrument is critical• Finding ‘good’ comparators today is problematic
– Different services
– Different levels of government
– Different service channels
• Comparisons still valuable• Potential for future benchmarking
![Page 15: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/15.jpg)
November 13, 2003CMT Day
15Kate Johnston
Corporate Projects ConsultantHalton Region
Benchmarking Experiences (cont’d)
With Environics:
• Different measurement scales (4 pt vs. 5 pt)
• Finding ‘good’ comparators still problematic
![Page 16: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/16.jpg)
November 13, 2003CMT Day
16Kate Johnston
Corporate Projects ConsultantHalton Region
Implications for Halton
• Confirms Halton’s customer service strategy
• Points to areas requiring further attention• Location
• Hours of operation
• “going the extra mile”
• Auto attendant
• Strategy enhanced to reflect findings
![Page 17: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/17.jpg)
November 13, 2003CMT Day
17Kate Johnston
Corporate Projects ConsultantHalton Region
Key Take-Aways
• Hire reputable firm to assist
• Ensure firm is flexible
• Allow sufficient time for survey development
• Watch for ‘don’t know’ responses
![Page 18: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/18.jpg)
November 13, 2003CMT Day
18Kate Johnston
Corporate Projects ConsultantHalton Region
Key Take-Aways(cont’d)
• CMT benchmarking opportunities may not be immediate
• Other benchmarking vehicles were problematic
• CMT tool offers best potential
![Page 19: November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience.](https://reader035.fdocuments.in/reader035/viewer/2022080917/56649eff5503460f94c14c81/html5/thumbnails/19.jpg)
November 13, 2003CMT Day
19Kate Johnston
Corporate Projects ConsultantHalton Region
Questions & Discussion