ARCHIVED - Service Improvement Initiative - Toolbox

Service Improvement Planning
Assessment Grid

Steps

Performance

Low

(1)

Transition

(2)

High

(3)

1

Internal Assessment

Identify the internal and external client(s), product(s), service(s), partner(s) and stakeholder(s)

Little or no definition of client groups, partners, or stakeholders

Some attempt to identify client; some attempt to identify partners and stakeholders

Everyone in the organization has a clear understanding who the clients for each product or service, who the partners and stakeholders are, and how they are involved

2

Assess Current State

Establish a client feedback strategy; identify current levels of employee and client satisfaction, expectations and priorities

No consistent mechanisms to obtain feedback from clients and employees

Sporadic client and/or staff surveys

A strong strategy to continually measure client and employee satisfaction, expectations, and priorities for improvement

3

Desired Future State

Create service vision and mission statements

Citizen- centred approach not articulated in the mission and vision statements

"Lets improve service" mission and vision statements communicated to staff

A mission and a vision statement that supports citizen- centred service improvement developed with and supported by staff

4

Priorities for Improvement

Identifying areas for potential improvement

No organizational priorities have been defined

Some priorities to improve service have been defined and communicated within the organization

Priorities have been identified and communicated around the five drivers of satisfaction, visibility, access, human resources management, partnerships and use of IT for service improvement

5

Set Standards and Targets

Set improvement targets; set client-driven service standards

None, not clear; performance not measured

Service standards are not client-driven; occasional performance appraisals

Client-driven standards established and published; performance measured at all levels and reported regularly to all staff

6

Design Improvement Plan

Develop an action plan to obtain improvements for each goal; identifying responsibi- lities, defining a schedule; allocating resources

No improvement plan; no specific action to improve service; Not linked with client priorities for improvement

Not formalized; not integrated within the planning cycle, one-shot effort

Service improvement plan is set that includes actions to improve service, responsibi- lities, monitoring results, clarify accountability, and a schedule for completion and renewal

7

Implement- ation

Implement the improvement plan

No implement- ation

Actions defined in the plan are partially. Implemented; no clear responsibility and accountability to implement the plan

Actions defined in the plan are fully Implemented; responsibility and accountability to implement the plan are clear to all employees

8

Monitor

Monitor and measure progress, ensure accountability for results

None

Review from time to time the current state of each improvement action

Regular review of current improvement actions as well as improvement priorities; regular updates of standards; re-planning

9

Recognition

Establish, monitor and maintain an employee recognition program

None

Occasional award ceremonies; management- driven; part of performance appraisal

Formal and systematic; it recognizes performance improvement, client satisfaction, and targets achievement

Subtotal A:

Subtotal B:

Subtotal C:

A+B+C=