Evaluating the quality of services
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Evaluating the quality of services. Objective. To expose participants to: the purpose of evaluations their basic framework and methodology to enable participants to conduct evaluations of MDAs themselves as well as facilitate SERVICOM evaluations. Overview. The SERVICOM Index

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Evaluating the quality of services

Evaluating the quality of services

Capacity Building Workshop for SERVICOM Officers in Delta State


Objective

Objective

  • To expose participants to:

    • the purpose of evaluations

    • their basic framework and methodology

    • to enable participants to conduct evaluations of MDAs themselves as well as facilitate SERVICOM evaluations

Capacity Building Workshop for SERVICOM Officers in Delta State


Overview

Overview

  • The SERVICOM Index

  • Scoring the Index

  • Evaluation process

  • Scheduling visits

  • Preparatory work

Capacity Building Workshop for SERVICOM Officers in Delta State


The servicom compliance evaluation

The SERVICOM Compliance Evaluation

  • Assessment of service frontlines for quality of service, by measuring their compliance with SERVICOM standards

  • The SERVICOM Index is the tool used for conducting evaluations

  • The Federal Executive Council (FEC) adopted and launched the SERVICOM Index on July 1, 2005

Capacity Building Workshop for SERVICOM Officers in Delta State


The servicom index

The SERVICOM Index

  • A yardstick for measuring the quality of services by Government through its various Ministries, departments, parastatals and agencies

  • Based on the facts that:

    • the ultimate purpose of governance is to serve citizens

    • Citizens have the right to be served right

    • service is well delivered only when citizens are satisfied

    • the Federal Government’s commitment to the provisions of SERVICOM as programme to improve service delivery thought the country

  • Its score is a weighted average of the scores of the service frontlines of an MDA

Capacity Building Workshop for SERVICOM Officers in Delta State


Structure of the servicom index indicators

Structure of the SERVICOM Index: Indicators

Customer satisfaction is the overriding consideration of

service delivery and is broadly driven by five “drivers”

which are given different weightings in the evaluation:

Staff

Attitude

12%

Service

Delivery

Professionalism

30%

16%

Information

Timeliness

18%

24%

Capacity Building Workshop for SERVICOM Officers in Delta State


Structure of the servicom index indicators1

…Structure of the SERVICOM Index: Indicators

Service Delivery

Most important to customers

Ultimately, customers are prepared to put up with failures in other areas provided that the eventual result is satisfactory.

Capacity Building Workshop for SERVICOM Officers in Delta State


Structure of the servicom index indicators2

…Structure of the SERVICOM Index: Indicators

Timeliness

2nd in importance to customers

Indicates the dislike customers have for delayed service

Waiting can be grouped into three dimensions:

The initial wait

The overall wait

The number of times the customer has to contact the organization to achieve service

Capacity Building Workshop for SERVICOM Officers in Delta State


Structure of the servicom index indicators3

…Structure of the SERVICOM Index: Indicators

Information

Indicates the importance of keeping the customer informed

Needs to be a two-way process

Basic considerations include:

Accuracy of information

Comprehensiveness

Frequently updating the

customer about the progress

Capacity Building Workshop for SERVICOM Officers in Delta State


Structure of the servicom index indicators4

…Structure of the SERVICOM Index: Indicators

Professionalism

Emphasizes the importance customers place on well-trained staff and the quality of service

The consideration here is getting optimum value for money

Capacity Building Workshop for SERVICOM Officers in Delta State


Structure of the servicom index indicators5

…Structure of the SERVICOM Index: Indicators

Staff Attitude

Indicates that customers place great importance on how they are received and treated by staff of the organization

Basic considerations include

Polite and friendly staff

How sympathetic/empathetic

staff are to customer needs

Capacity Building Workshop for SERVICOM Officers in Delta State


Structure of the servicom index indicators6

Each Driver is composed of Critical Elements. Each Critical Element has

several Criteria. Each Criterion has Aspects . . . which are each

assessed

…Structure of the SERVICOM Index: Indicators

Service Delivery

Standards and performance

Reception experience

Grievance redress

Sets standards for main areas of activity

Y N

Standards are set for all main services provided by the organisation

Sets standards for customer care

Monitor performance

Standards take account of national or statutory standards

Performs well

Explains poor performance

Standards reflect local priorities

Acts to remedy poor performance

Standards are challenging, precise, measurable and realistic.

Capacity Building Workshop for SERVICOM Officers in Delta State


Scoring the index

Scoring the Index

Each of the criteria must be given a rating from 0 to 4, based on:

4 – all aspects of these criteria are covered

3 – most aspects are covered but more could be done

2 – some important aspects are not covered and there is a lot more to be done to satisfy the requirement of these criteria

1 – very little has been done to satisfy the requirement

0 – nothing has been done

e.g. scoring complaints procedure

Y N

There is a written procedure

Procedure identifies to whom complaints should be sent

Easily accessible, easy to use

Procedure guarantees investigation & resolution

Procedure has time limits for response

Capacity Building Workshop for SERVICOM Officers in Delta State


Scoring evidence

Scoring evidence

No element can be scored above 0 without

supporting evidence. Supporting evidence may

be obtained from:

D -Documents – e.g. survey reports, records of meetings, business plans

C - Discussions with Customers

S -Discussions with Staff

P - Discussions with Partners

O - Observation – What the evaluator sees

R - Research e.g. Websites

Capacity Building Workshop for SERVICOM Officers in Delta State


Evaluation process

Evaluation process

Pre – Evaluation:

Desk research

Identification of relevant service windows to evaluate (Scoping)

Authorization letter

Document review

Preparation of questionnaire

Mystery shopping

During Evaluation:

Meeting with Management

Administration of questionnaire to staff, customers and partners

Observation

Exit meeting

Capacity Building Workshop for SERVICOM Officers in Delta State


Evaluation process1

…Evaluation process

Post-Evaluation

Analysis of data

Scoring

Write report

Meeting with Nodal Officer

Forwarding of report to management

Official presentation of report to MDA

Request for Service Improvement Plan (SIP)

Quick re-evaluation survey

Posting of report on SERVICOM website: www.servenigeria.com

Capacity Building Workshop for SERVICOM Officers in Delta State


Scheduling visits preparatory work

Document review

Interviews with Staff

Who will . . .

Preparatory tasks

…develop tools for -

Site visit tasks

Observation

Interviews with Customers

…lead activity on day -

Consolidate Index scores

Prioritise recommendations

Write up report

Prepare presentation

Post visit tasks

Scheduling visits & Preparatory work

Working as a team – who does what?

  • Organise site visit

  • Authorisation from relevant people

  • Logistics & time management

  • Arrange meetings & interviewees

  • Agree facilities required

Desk research

Pre-visit tasks

Discussions with partners

Capacity Building Workshop for SERVICOM Officers in Delta State


Basic methodology for evaluating

Basic methodology for evaluating

Document review

Many of the Aspects and Criteria in the Index ask whether a service window has:

procedures or systems in place

records for complaints

waiting times

if general services are being kept up to date

These kinds of questions can only be evaluated by seeing documentary evidence

Capacity Building Workshop for SERVICOM Officers in Delta State


Basic methodology for evaluating1

…Basic methodology for evaluating

Interviews with Customer, Staff & Partners

Objective

Comprehensive

Probing and precise

Don’t be tempted to simply hand out questionnaires

for people to fill out themselves.

Capacity Building Workshop for SERVICOM Officers in Delta State


Questionnaire

Questionnaire

Sample question

3. Here is a list of reasons why customers might find it difficult to reach this service. Which ones do customers face here?12B1

YesNo

  • Are there physical obstacles to getting service?[ ][ ]12B2

  • Are there bureaucratic obstacles to getting service?[ ][ ]12B2

  • Are office hours convenient for customers?[ ][ ]12C1

Capacity Building Workshop for SERVICOM Officers in Delta State


Basic methodology for evaluating2

…Basic methodology for evaluating

Observation

Items to be observed and assessed at the service window by:

the whole team and its general impressions of the visit (e.g. cleanliness of the reception area)

a dedicated officer to minimise the risk of the team forgetting to assess certain items and having to rely on guesswork or patchy memories after the visit

Capacity Building Workshop for SERVICOM Officers in Delta State


Observation checklist

Observation Checklist

Capacity Building Workshop for SERVICOM Officers in Delta State


Using the checklist

Using the checklist

A reference is provided to help understand which Critical Element in the Index each Aspect is related to. For example, the reference 41E2 refers to the second Aspect, under Criterion E, Critical Element 1, Driver 4.

Capacity Building Workshop for SERVICOM Officers in Delta State


Basic methodology for evaluating3

…Basic methodology for evaluating

Analysis of data

Writing of report

Capacity Building Workshop for SERVICOM Officers in Delta State


Conclusion

Conclusion

The SERVICOM Index as a yardstick for measuring the quality of public services is a veritable tool for ensuring and sustaining high quality service delivery, devoid of inefficiency and corruption and which will ensure effective implementation of government policies.

Capacity Building Workshop for SERVICOM Officers in Delta State


Activity

Activity

  • Use the customer questionnaire

  • Interview 1 customer of the training venue

  • Using the observation checklist to carry out an assessment of the training venue

  • Present how you went about conducting the interviews

  • What were the challenges faced?

  • How did you overcome them?

Capacity Building Workshop for SERVICOM Officers in Delta State


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