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Service Improvement Strategy at Canadian Heritage

Service Improvement Strategy at Canadian Heritage. Pilot project Planning Template. Service Improvement Strategy Key Elements. STEP # 1 Set “ Baseline Measure ” STEP # 2 Set SI Targets , Service Standards and Develop a SI Plan STEP # 3 Implement and Measure.

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Service Improvement Strategy at Canadian Heritage

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  1. Service Improvement Strategyat Canadian Heritage Pilot project Planning Template

  2. Service Improvement Strategy Key Elements • STEP # 1 Set “Baseline Measure” • STEP # 2 Set SI Targets, Service Standards and Develop a SI Plan • STEP # 3 Implement and Measure

  3. Service Improvement StrategyGuiding Principles • Client-centric approach (I.e. what are our clients’ needs, expectations, priorities?) • Client management focus (I.e. channel preference, client segmentation) • Alignment of internal/external services • Set realistic targets and standards • Integration with other PCH priorities (I.e. integrated planning, IM/IT strategy, diversity…)

  4. Service Improvement StrategyPilot Project Goals • Establish a “baseline” measure of client satisfaction using the CMT • On the basis of survey results, develop service standards, service improvement targets and service improvement plan • Implement and monitor the service improvement plan in pilot sites • Develop a business case for implementation department-wide, based on the pilot results

  5. Service Improvement StrategyPilot Project Milestones • Identify pilot scope/objectives • (what programs/services, what clients, what area) • Develop survey questionnaire using CMT framework • Define survey approach • (I.e. mail, telephone, web-based) • Contract for survey • Determine funding options

  6. Service Improvement StrategyPilot Project Milestones (Cont’d) • Conduct survey and prepare report • Analyze survey results • Identify SI targets and service standards based on the survey results • Establish performance measures • Develop SI plan and implement

  7. Service Improvement StrategyRoles and Responsibilities • E-Services • Overall project management • Work collaboratively with pilot site to identify pilot scope/objectives • Develop Terms of Reference • Assist with development of survey questionnaire • Contracting for survey • Assist with development of SI targets, service standards and SI plan in pilot sites • Assist with development of performance measures • Develop business case with input from pilot sites

  8. Service Improvement StrategyRoles and Responsibilities • Pilot Site • Work collaboratively with E-Services to identify pilot scope/objectives • Assist with development of survey questionnaire • Develop SI targets, service standards and SI plan based on the results of the survey • Develop performance measures • Implement and monitor SI plan

  9. Service Improvement StrategyRoles and Responsibilities • Contractor • Assist with development of survey questionnaire • Test survey tool • Conduct survey • Prepare report and populate CMT database

  10. Activity: Project initiation Contracting Survey development Conduct survey Analysis Develop targets, standards, SI plan Time Estimates: 4 - 8 weeks 2 - 3 weeks 2 weeks 3 - 6 weeks 2 weeks 4 - 12 weeks Note: Lapsed Time Service Improvement StrategyPilot Project - Timeframe

  11. Service Improvement StrategyPilot Project – Cost Cost Elements: • Conduct survey ($40-60K/pilot)

  12. How to Set Service StandardsSteps in Developing Service Standards • Know your business (I.e. clients, services, cost) • Consult with clients and staff (I.e. satisfaction levels, expectations/needs, priorities) • Set service standards that are realistic and easily understood • Empower and train managers and staff • Communicate/publish service standards and report on performance • Develop a SI plan and strive for continuous improvement

  13. How to Set Service StandardsElements of Service Standards • Description of service • Level of service quality clients can expect • Delivery targets (such as timeliness, access, accuracy) • Cost of delivering service (if applicable) • Clear complaint and redress mechanisms when standards are not met

  14. Service Standards Targets Measure Results Reporting Frequency Accountability To answer voice mail messages within 3 hrs 80% of the time Mystery client Bi-annually Director, client Services Satisfaction Targets Measure Results Reporting Frequency Accountability 75% very satisfied with overall access to service Client survey Annually Program Service Standard and Satisfaction Targets Template

  15. Service Improvement (SI) Plan Template Period covered by the SI plan Scope: Services/programs affected by the SIplan • The Context • Mission Statement • Service Vision based on citizen-centered approach • Priority Areas for Improvement • Objectives/Actions/Timeframe of each priority area • Monitoring and Reporting Results • Management Accountability

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