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THE COMMON MEASUREMENTS TOOL

THE COMMON MEASUREMENTS TOOL. Treasury Board of Canada Secretariat. Secrétariat du Conseil du Trésor du Canada. A User-Friendly Survey Tool for the Public Sector. Overview Presentation Faye Schmidt Regional Executive - BC and AB Service and Innovation. THE COMMON MEASUREMENTS TOOL.

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THE COMMON MEASUREMENTS TOOL

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  1. THE COMMON MEASUREMENTS TOOL Treasury Board of CanadaSecretariat Secrétariat du Conseil du Trésordu Canada A User-Friendly Survey Tool for the Public Sector Overview Presentation Faye Schmidt Regional Executive - BC and AB Service and Innovation

  2. THE COMMON MEASUREMENTS TOOL A key element in SI Initiative implementation: Ongoing progress and performance measurement: • Developing and monitoring client-driven service standards in areas clients say we need to improve • Year One: Baseline client satisfaction measurement using Citizens First or CMT • Annually using the CMT core items and others selected by the department to assess baselines and progress

  3. THE COMMON MEASUREMENTS TOOL Objectives of the CMT: • provide a ready-made tool for public service organizations • enable like-organizations to compare results • facilitate the sharing of information gained and lessons earned between organizations • enable organizations to build internal benchmarks

  4. Poor Good Very good Excellent Poor Fair Good 4 1 10 1 Very Dissatisfied Dissatisfied Satisfied Very Satisfied 0 6 90% Satisfied and 90% Satisfied and Very Satisfied Very Satisfied = THE COMMON MEASUREMENTS TOOL How high is up? The need for a Common Measurements Tool

  5. THE COMMON MEASUREMENTS TOOL What does the CMT Measure? Central core of standard questions and standard 5-pt measurement scales Client feedback (not citizen level) Five elements of the service experience in the five dimensions or areas of the service experience Additional questions customized by the organization to met their needs

  6. THE COMMON MEASUREMENTS TOOL Elements of the Service Experience • Client expectations • Client perceptions of service experience • Level of satisfaction • Level of importance • Priorities for Improvements

  7. Gap Expect-ations Service THE COMMON MEASUREMENTS TOOL Understanding Service Gaps Definition of Service Gap: The difference between client expectations and the client’s perception of the service experience.* *Source: Zeithaml, Valerie. et al., 1990

  8. Low High Areas where priorities should be focussed Organizational strengths High • Products arrived on time • Courteous and helpful staff • Prompt handling of • customer complaints • Same day delivery service IMPORTANCE Low Priority Unnecessary strengths - possible overkill Low • On-line electronic ordering • Personal visits by • customer service reps • Electronic billing SATISFACTION THE COMMON MEASUREMENTS TOOL BC Office Products Centre: Using both satisfaction & importance data

  9. THE COMMON MEASUREMENTS TOOL Service Dimensions • Responsiveness • Reliability • Access & Facilities • Communications • Costs

  10. How Does the CMT Work? THE COMMON MEASUREMENTS TOOL • Offers a consistent measurement system • Offers comprehensive item bank for selection • Offers descriptive and Likert types of questions • Requires customization by organization • Allows addition of questions by organizations • Supported by a managers’ guide, a software package, and a companion surveying guide

  11. The CMT • Go to tool

  12. Treasury Board of CanadaSecretariat Secrétariat du Conseil du Trésordu Canada To contact me: PHONE: (250) 418-5054 Pacific Time FAX: (250) 598-0167 EMAIL: schmidt.faye@tbs-sct.gc.ca

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