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From the brief case study write ups prepared, the following key exemplary practices were derived.
Key Exemplary Practices |
Government Example |
Private Sector Example |
Service pledge to commit and communicate standard to clients |
CCRA Appeals, CCRA Client Services |
|
Customized initial contact letter to help manage client expectations and improve service |
CCRA Appeals, CIC |
|
Extensive consultation with clients and staff during piloting of service standard and |
CCRA Appeals |
|
Initial letter and sharing of "best practices" |
CCRA Appeals |
|
Service standard implementation kit |
CCRA Appeals |
|
Advice from outside |
CCRA Appeals |
|
Redress mechanism to handle complaints |
CCRA Appeals |
|
Client satisfaction surveys (including electronic) |
CCRA Appeals, CTCS, National Archives, NRCan ESS, RCMP Forensic laboratory services, Stats Can Adviory Services, TC TIMSD |
TD Canada Trust |
Consultations with front-line staff |
CCRA Client Services Directorate |
|
Mix of feedback sources such as ministerial correspondence, invitation, client service rating cards, internal advisory committees, direct staff feedback |
CCRA Client Services Directorate, VAC |
Canada Life Insurance |
Improve quality and range of service interaction in electronic service delivery |
CCRA Client Services Directorate, CTCS, TC TIMSD |
|
Competency Catalogue to identify, recruit and retain employees capable of responding to client needs |
CCRA Client Services Directorate |
|
Agency or departmental business specific guide to service standards |
CCRA's Guide to Service Standards |
|
Common Measurements Tool (CMT) |
CTCS |
|
Posting surveys on Internet Website |
CTCS |
|
Survey responses to establish priorities |
CTCS, TC TIMSD, VAC |
|
Toll-free 1-888 client feedback line |
CTCS, VAC |
|
Share correspondence |
CTCS |
|
Senior management report of client survey to staff |
CTCS |
|
Management performance appraisals and or pay based on client feedback or standards met |
CTCS, HRDC EIB |
AMEX, TD Canada Trust |
Increasing client and employee satisfaction in tandem |
CTCS, NRCan ESS |
|
Consulting with employees or responding to employee survey results |
CTCS, National Archives |
|
Strong support from senior management (i.e., DM, ADM, executive ownership, CEO) |
CTCS, NRCan ESS |
AMEX, Royal Sunalliance |
Appropriately resourced Support Unit |
CTCS |
|
Learning from others or the "best", drawing expertise, in Canada and abroad |
CTCS, HRDCEIB, RCMP Forensic Laboratory Services, TC TIMSD |
Disney consumer products |
Adopting the NQI framework |
CTCS |
|
Establish baseline through a first survey |
HRDC EIB, VAC |
|
Quality Management Policy to define responsibilities |
HRDC EIB, |
|
Posting service commitments widely and clearly for clients to see |
HRDC EIB, |
|
Providing as much assistance as possible at first point of contact |
HRDC EIB |
|
Cross-channel management of expectations |
HRDC |
|
Graphical information on the distribution of the times |
Competition Bureau |
|
Information both on the actual service provided and on the clients' perceptions of the service |
Competition Bureau |
|
Periodic meetings with clients |
Competition Bureau, TC TIMSD |
|
Strong coordination in development and use of service standards, including dedicated team to provide insight and handle complaints |
NRCan ESS |
Canada Life Insurance |
Third-party audit of service standards |
NRCan ESS |
|
ISO 17025 |
RCMP Forensic Laboratory Services |
|
Tracking of length of phone queues and number of abandoned calls |
StatsCan Advisory Services |
|
"Mystery Shopper" Audit system |
StatsCan Advisory Services |
|
Service level agreement or framework |
StatsCan Advisory Services |
|
New administrative infrastructure |
StatsCan Advisory Services |
|
Lessons learned |
TC TIMSD |
|
Contact information in service level agreements |
TC TIMSD |
|
Publish client survey results (i.e., DPR) |
VAC |
|
Schedule for priority one problem resolution |
TC TIMSD |
|
Training (employee or management) |
VAC |
TD Canada Trust, Disney consumer products |
Reward and recognition for employees |
|
AMEX |
Telephone communication |
|
Royal and Sunalliance |
Up-to-date technology |
|
Royal and Sunalliance |
High service standard and client satisfaction targets |
|
TD Canada Trust |
Staff empowerment to resolve issues with client |
|
Disney consumer products |