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HRDC’S - SERVICE IMPROVEMENT INITIATIVE STRATEGY

HRDC’S - SERVICE IMPROVEMENT INITIATIVE STRATEGY. ALBERTA FEDERAL COUNCIL MEETING EDMONTON, ALBERTA Service Delivery Directorate Beth Wood February 12, 2004. HRDC identified as a core lead department for Service Improvement Initiative (SII) SII strategic to HRDC’s business plan

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HRDC’S - SERVICE IMPROVEMENT INITIATIVE STRATEGY

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  1. HRDC’S - SERVICE IMPROVEMENT INITIATIVE STRATEGY ALBERTA FEDERAL COUNCIL MEETING EDMONTON, ALBERTA Service Delivery Directorate Beth Wood February 12, 2004

  2. HRDC identified as a core lead department for Service Improvement Initiative (SII) SII strategic to HRDC’s business plan DM level commitment Establish baselines and client satisfaction targets for key programs/services Develop and update service standards Plan for continuous improvement Annually report on progress towards whole-of-government target of 10% by 2005 Senior ADM, Service Delivery - overall responsibility for SII implementation The Commitment……

  3. Involvement and commitment of four branches to establish baseline measures and track improvement: Service Delivery Directorate: Overall coordination of SII implementation within Regions and NHQ Program directorates Corporate Communications: Surveying expertise (public opinion); departmental communications strategy Finance & Administrative Services: Survey administration and results reporting Strategic Policy: Sampling and evaluation/research expertise The Commitment….(continued)

  4. Define “client” Involvement of program area/business line….. Establishing key programs/services to measure Understanding of operational realities/organizational needs Obtaining access to and/or creating client databases ….is critical to buy-in/ownership of results and realistic/relevant operational plans for continuous improvement The Challenges/Keys to Success

  5. COMPAS (public opinion research firm) commissioned to conduct research on five major business lines – regionally/nationally 6,000 clients surveyed by telephone One core questionnaire based on Common Measurements Tool used for all client satisfaction surveys – modified to accommodate specific needs of program areas Surveys conducted in phased approach Phase I (2001) Employment Insurance Income Security Programs Phase II (2002/03) Employment Programs Branch Human Investment Branch Labour Program The Process…..

  6. The Results

  7. National results presented to Senior Management (Service Delivery Committee) National results posted on SD Intranet Site Regional survey results shared with Regional Executive Heads Regional service improvement plans developed in conjunction with individual survey results Multi-variate analysis completed (2002) – highlighted factors that detracted or added to overall satisfaction (i.e. processes can contribute to statistically significant declines in overall client satisfaction) International benchmarking comparison of EI and ISP results against OECD countries – confirmed results in line with OECD countries Results/improvements/achievements reported in Departmental Performance Report (2002-03) The Process…..continued

  8. Focus placed on reducing percentage of clients who expressed dissatisfaction Telephone service is a candidate for priority Fairness and competence are service dimensions most strongly associated with client satisfaction Wait time or timing issues are important (delays in informing clients of application decisions, mailing responses to enquiries, delays in processing cheques) can have a large impact on overall client satisfaction Obtaining accurate information is very important Identifying Areas for Improvement

  9. Standardized practice of contacting clients directly to explain information on decisions/reasons for them Implemented national promotional strategy for electronic services – externally/internally –higher uptake of Direct Deposit for EI Piloted electronic Records of Employment – 11 employers – 60,000 electronic ROEs – access to be expanded with Secure Channel availability Networked call centres nationally reducing client wait times (calls answered within 3 minutes) Now providing more information at first point of contact – easier access to automated and on-line information services Client Service Charter/Feedback and Redress Mechanism under development Our Improvement/Achievements

  10. HRDC now divided into two new organizations: Human Resources and Skills Development (HRSD) Social Development (SD) HRSD retains Employment Insurance and Labour Programs SD acquires Income Security Programs Various components of Employment and Human Investment business lines split Undergoing service standards review for all business lines Continuous service improvement – key strategic objective for both Ongoing Commitment…

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