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Service Improvement Initiative
The Service Improvement Initiative (SII)
is moving forward under the new government agenda. If you have not already done so, you are
requested to identify your executive leads to the TBS Service Delivery Improvement Division at:
Miller.Morris@tbs-sct.gc.ca.
The SII is designed to achieve significant, measurable and sustainable improvement in client satisfaction with services provided by federal departments and agencies. TIMS mandated 48 departments and agencies to set their own targets to contribute to the federal target of a minimum 10% increase in overall client satisfaction by 2005 and report to Parliament each year on results achieved.
Immediate action required:
- Register immediately for the Common Measurements Tool (CMT)
- Put together an internal working group
- Establish baseline measures of client satisfaction using the CMT
- Prepare and implement annual service improvement plans
- Adopt service standards for each channel and publish them on your Web site
- Report on your progress through the Guidance-Departmental Performance Reports 2003-2004
- Consult the How To Guide, the Toolbox or Contact Us
