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Citizens First 3 Have Your Say

Citizens First 3 Have Your Say. Pubic Sector Service Delivery Council Public Sector CIO Council February 17, 2003 - Toronto. Citizens First 3. Core Sponsors (cont.) Province of Manitoba Province of New Brunswick Province of Nova Scotia City of Ottawa Quebéc City

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Citizens First 3 Have Your Say

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  1. Citizens First 3 Have Your Say Pubic Sector Service Delivery Council Public Sector CIO Council February 17, 2003 - Toronto

  2. Citizens First 3 Core Sponsors (cont.) Province of Manitoba Province of New Brunswick Province of Nova Scotia City of Ottawa Quebéc City Province of Saskatchewan City of Toronto City of Vancouver Regional Municipality of York Yukon Territory Principal Sponsor Treasury Board of Canada Secretariat Enhanced Sponsors Canada Customs and Revenue Agency Province of Ontario Province of Québec Core Sponsors Province of Alberta Province of British Columbia Canada Post Environment Canada

  3. Citizens First 3 • Tracks trends from Citizens First 1998 & 2000 • Plus new areas of focus: • Multi-channel service delivery • Electronic service delivery • Confidence in government • Mail-out survey: 6,440 Responses (14 % response rate) • Additional Internet component: 1,288 Responses • 5 Municipalities, 9 Provinces and Territories, Government of Canada • Conducted by Erin Research

  4. Overall Government Performance Rating Overall Service Quality Rating ConfidenceinGovernment Source: Communications Canada

  5. ConfidenceinGovernment Overall view of government “I believe governments do a good job” “Governments are responsive to the needs of citizens” “I get good value for my tax dollars” “Governments in this country conduct their business in an open and accountable manner” Benefit “Government services have a positive effect on me and my family” Service Quality Municipal Provincial Territorial Federal Adequacy “The services that I get from governments meet my needs”

  6. TheLinkisEstablished “The strength of the relationship between the service agenda and confidence in government is striking” “Service quality has a major impact on citizens’ confidence in governments.” “Since measures of confidence in government have been falling for several decades, this link establishes service quality as critical to civic health.”

  7. FINDING THE SERVICE ACCESSING THE SERVICE CitizensFirstServiceModel Citizens’ Needs & Expectations Improving Service Access PRIORITIES FOR IMPROVEMENT Service Quality SERVICE QUALITY: One’s experience with the service

  8. ExpectationsareRising Citizen expectations continue to rise relative to private sector Q. Governments have a more difficult task than the private sector – they must protect the public interest as well as meet the needs of citizens? Q. What quality of service should you get from government, compared to the private sector?

  9. Expectations are Changing Service expectations are also becoming increasingly complex In 2000, only 26% used more than one channel. Today ½ of all service interactions involve more than one channel.

  10. FINDING THE SERVICE ACCESSING THE SERVICE CitizensFirstServiceModel Citizens’ Needs & Expectations Improving Service Access PRIORITIES FOR IMPROVEMENT Service Quality SERVICE QUALITY: One’s experience with the service

  11. AccessRemains aSignificant Problem “I appreciate 1-800 O Canada – one access number to call to get in touch with the right government service. I also like to use websites for 24/7 access to government services.” Q. I can readily access any government service that I need?

  12. BarrierstoAccess Telephone access remains a significant problem. All users Internet Users 1. Telephone lines were busy 2. Bounced around from one person to another 3. Trouble with IVR or VM 4. Did not know where to start 5. Could not find the service in the Blue Pages 1. Trouble finding the service on the Internet 2. Did not know where to start 3. Could not find the service in the Blue Pages 4. Concerned about security

  13. TelephoneAccess When citizens use the phone, “ease of access” scores are low Two Channels Internet + Mail 77 Office + Mail 76 Office +Internet 68 Phone + Office 64 Phone + Mail 63 Phone + Internet 59 Single Channel Office Visit 75 Kiosk 74 Internet/email 69 Mail 65 Telephone 63

  14. 74% 37% 57% 71% 67% Walk-in 21% Telephone 39% Walk-in 38% Telephone ServiceDeliveryPaths Clients (Citizens and Businesses) Walk-in Telephone Internet Other Of those, how many receive service on first contact? And where do they go next?

  15. ImportanceofFirstContact? First contact appears to have a significant impact on satisfaction...

  16. First Contact Problems …and 75% needed to make more than one contact

  17. TimeisCritical But, the “contact” effect is primarily a function of time Q. How long did the entire experience take - from the time you first contacted the government until you got what you needed?

  18. ServiceExpectations Telephone Email In-Person

  19. InternetGrowth This shift clearly reflects a growth in online users (number, familiarity, and maturity) Q. How often do you use the Internet for personal reasons?

  20. Internet Use And a growth in the number of users visiting government online

  21. InternetUsagePatterns But, ESD still dominated by information access, not transactions Q. Why did you visit this site? Check all that apply

  22. Multi-ChannelService The real story is not ESD… it is the integration of service channels In 2000, only 26% used more than one channel. Today ½ of all service interactions involve more than one channel.

  23. ChannelsAreNotIsolated “It's nice to be able to find most of the information I need on the Internet before I pick up the phone or go to a government office.” Channel Percent Phone 55 % Visit an office 48 % Internet 30 % Mail 25 % Email 9 % Percentage of service experiences involving each service channel

  24. ChannelIntegration Need to ensure timely and efficient transitions between channels Of Internet users, 54% used one or more additional channels • Looking at this group, • 76% called on the telephone • 41% visited an office • 28% sent or received mail/fax • 22% used email

  25. ChannelDecisionFramework The channel decision framework is a function of both client characteristics and service characteristics Channel Service Client

  26. FINDING THE SERVICE ACCESSING THE SERVICE CitizensFirstServiceModel Citizens’ Needs & Expectations Improving Service Access PRIORITIES FOR IMPROVEMENT Service Quality SERVICE QUALITY: One’s experience with the service

  27. DriversofSatisfaction We have a better understanding of what drives satisfaction Internet In-Person / Phone Timeliness Knowledge / Competence Extra Mile / Extra Smile Fairness Outcome Easy to Find Service Outcome Visual Appeal Complete Information Results used to inform Common Measurements Tool

  28. TheImpact! I commented to a friend a month ago how friendly government employees have been at the CCRA office in Sydney and HRDC office in North Sydney. The staff have gone the extra mile to help me filling forms and giving me needed information. I’m impressed! Services seem to be delivered in a more timely fashion than they were a year ago. I like the access centres located in shopping centres. They are easy to find and there’s lots of parking.

  29. TrackingChange Overall, satisfaction scores are going up: * All numbers are national Significant Improvements with: Hunting/Fishing Permits, Health Card Applications, Social Assistance, Workers’ Compensation, Small Business Start-up, Canada Post, Employment Insurance.

  30. SatisfactionbyChannel Does online service delivery lead to higher satisfaction?

  31. TheOnlineAdvantage The answer is a qualified “yes”

  32. FINDING THE SERVICE ACCESSING THE SERVICE CitizensFirstServiceModel Citizens’ Needs & Expectations Improving Service Access PRIORITIES FOR IMPROVEMENT Service Quality SERVICE QUALITY: One’s experience with the service

  33. ImprovingAccess Amount of improvement Suggestion that is likely to result* Reduce waiting 74 Reduce red tape 69 Create a “one-stop” service 69 Simplify forms and documents 65 Extend office hours 63 Make it easier to get information about the service 62 Use plain language 61 Make the service available electronically 61 Give more decision-making power to staff 54 Improve the courtesy of staff 53

  34. Access • There are still significant problems with telephone service delivery • A majority of transactions now involve more than one channel – focus must be on understanding channel interaction and creating timely and efficient transitions between channels • Need to understand channel decision framework Service Quality • We can see quantitative improvements in service quality ratings since 1998 – continue to focus on the drivers of satisfaction • Service Quality has a significant impact on confidence in government LookingForward

  35. Service Access • Mapping access patterns across channels • Service Quality • Rating a range of services • Drivers of Satisfaction • Identifying standards & drivers by channel • Service Preferences • Preferred access channels by service and client • Client Relationship Management • Authentication; customization; cost

  36. Thank You Nicholas Prychodko nicholas.prychodko@iccs-isac.org 416-325-7776 Charles Vincent charles.vincent@iccs-isac.org 416-325-5062

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