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CMT: The Halton Experience

CMT: The Halton Experience. Presentation Outline. Halton in Context Objectives of Study Halton’s Approach Benchmarking Experiences Implications for Halton Key Take-Aways. Halton Region. Halton In Context. 1700 employees Wide range of services 70,000 telephone inquiries per month

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CMT: The Halton Experience

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  1. CMT: The Halton Experience 1

  2. Presentation Outline Halton in Context Objectives of Study Halton’s Approach Benchmarking Experiences Implications for Halton Key Take-Aways 2

  3. Halton Region 3

  4. Halton In Context • 1700 employees • Wide range of services • 70,000 telephone inquiries per month • Receives inquiries on all government services • Implementing corporate customer service transformation project 4

  5. Study Objectives • Assessment of public awareness of regional services • Evaluation of customer service performance • Benchmark performance • Over time • Vis-a-vis other organizations • Determine opportunities for improvement • Assessment of citizens’ actual and preferred communication channels 5

  6. Rationale for Using CMT • Opportunities for benchmarking • Contribute to public sector’s knowledge base 6

  7. Halton’s Approach • Developed terms of reference (Dec ‘02) • Hired public opinion polling firm (Feb ‘03) • Confirmed survey methodology (Feb ‘03) • Developed survey instrument (Mar-Apr ‘03) 7

  8. Halton’s Approach (cont’d) • Executed survey (May ’03) • Analyzed and reported results (June-Sept ’03) • Assessed implications to customer service strategy (July ’03) 8

  9. Survey Methodology • 15-20 minute telephone survey • Conducted May 1-14, 2003 • 804 residents weighted by municipality • Included six core CMT questions plus three additional CMT questions • CMT questions directed to “users” 9

  10. Survey Design • Questions pertaining to: • Public priorities • Awareness of local service delivery • Satisfaction with quality of life • Satisfaction with Halton Region government • Satisfaction with specific services • Information sources 10

  11. CMT Questions Used • How satisfied were you with the overall quality of service delivery? • Overall, how satisfied were you with the accessibility of the service/product? • In the end, did you get what you needed? 11

  12. CMT Questions Used (cont’d) • I was treated fairly? (agree/disagree) • Staff went the extra mile to make sure I got what I needed? (agree/disagree) • Staff were knowledgeable and competent. (agree/disagree) 12

  13. CMT Questions Used (cont’d) • Staff were courteous. (agree/disagree) • The hours of service were convenient. (agree/disagree) • The office was conveniently located (agree/disagree) 13

  14. Benchmarking Experiences With CMT: • ICCS feedback on survey instrument is critical • Finding ‘good’ comparators today is problematic • Different services • Different levels of government • Different service channels • Comparisons still valuable • Potential for future benchmarking 14

  15. Benchmarking Experiences (cont’d) With Environics: • Different measurement scales (4 pt vs. 5 pt) • Finding ‘good’ comparators still problematic 15

  16. Implications for Halton • Confirms Halton’s customer service strategy • Points to areas requiring further attention • Location • Hours of operation • “going the extra mile” • Auto attendant • Strategy enhanced to reflect findings 16

  17. Key Take-Aways • Hire reputable firm to assist • Ensure firm is flexible • Allow sufficient time for survey development • Watch for ‘don’t know’ responses 17

  18. Key Take-Aways(cont’d) • CMT benchmarking opportunities may not be immediate • Other benchmarking vehicles were problematic • CMT tool offers best potential 18

  19. Questions & Discussion 19

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