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ARCHIVED - Service Improvement Learning Events
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November 1st, 2001
November 27th, 2001
Toronto
Download Brochure (1274 KB)
Themes
Citizen Expectations
The Government of Canada is the largest supplier of information and services in this country. As use of the Internet by Canadians is growing, so too are their expectations of easier, faster access to government services and a higher level of quality of service delivery - not only through the Internet, but also in person, by mail and over the telephone. Find out how client expectations are shaping the Government's service improvement policy framework.
Government's Response
Treasury Board has made a commitment that the Public Service will achieve an improvement of 10% in Canadians' satisfaction with the delivery of our key services by the year 2005. Those who interact with Canadians on a daily basis have the greatest impact on improving citizen satisfaction. Front line employees know what works and what doesn't work but they need tools to improve service, from their departments and central agencies. Find out how the focus on meeting citizen expectations will change the way you do your work.
Technologies for Transformation
New technologies have created opportunities for government to redesign services making it easier to exchange information. As the backbone for all service delivery channels, they help to ensure that we reach all Canadians today while laying the groundwork for improvements to access and service performance in the future. Find out about the importance of integrating service delivery channels between electronic and non-electronic means, and how transformation to e-government will go beyond merely digitizing service delivery.
Common Measurements Tools
The Common Measurements Tool (CMT) is a set of standard questions and measurement scales for surveying client satisfaction. It allows an organization to benchmark progress on its service improvement journey over time, and to compare results with other organizations within the same business line. Find out the five key elements in the CMT, and how to design a client satisfaction survey that meets your information requirements.