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PSSDC/PSCIOC: Report of the Research Committee

PSSDC/PSCIOC: Report of the Research Committee. Public Sector Service Delivery Council & PSCIO Council Meetings St-Sauveur, May 2003 (DRAFT). PSSDC-PSCIOC Research Committee Members. Art Daniels and Brian Marson (co-chairs) Lois Bain (Ontario) Joan McCalla (Ontario)

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PSSDC/PSCIOC: Report of the Research Committee

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  1. PSSDC/PSCIOC: Report of the Research Committee Public Sector Service Delivery Council & PSCIO Council Meetings St-Sauveur, May 2003 (DRAFT)

  2. PSSDC-PSCIOC Research Committee Members • Art Daniels and Brian Marson (co-chairs) • Lois Bain (Ontario) • Joan McCalla (Ontario) • David Primmer (Manitoba) • Guy Gordon (Manitoba) • Ardath Paxton Mann (Canada) • Mary Ogilvie (New Brunswick) • Bette Jo Hughes (BC) • Cathy Ladds (Canada) • Marie-Josée Martel (CCRA) • Nancy MacLellan (Nova Scotia) • Frank Mayhood (City of Kamloops) • Charles Vincent (Chair, CMT Standards Board) • Patrice Dutil (IPAC)

  3. Presentation Outline • Projects in Progress: • Citizens First- Wave 3 (with ICCS) • Taking Care of Business (via ICCS) • Staff-client satisfaction (Service Value Chain) • Governance issues in integrated service delivery (TBS) • Other Projects • Development of research data base • Identifying future research priorities • ICCS and CMT Standards Board • ICCS Progress Report/ICCS Review • New Release of the Expanded CMT • Research Projects by Member Jurisdictions

  4. Research Projects in Progress • 1. Citizens First-3 • Report published March 2003 and distributed to partners (Summaries of Report available at Lac Carling) • Communications plan in place for CF-3 • Key findings: • Citizens’ ratings of public sector service improving; • Citizen expectations continue to rise; • Service identified as an important driver of citizen confidence in government; • Multi-channel service delivery is exploding; • Important new insights into E-channel service delivery; • New data on citizen satisfaction by service channel; • Confirmation of drivers, service standard expectations, and citizens’ priorities for service improvement.

  5. Research Projects in Progress • 2. Taking Care of Business National Survey • ICCS developed and circulated a prospectus to partner jurisdictions; • Twenty federal, provincial and municipal partners have committed funds to the project, including new partners who have not participated before; • RFP placed on MERX system and 15 good proposals received; • Committee of Partners selected the Phase 5 Company as the successful bidder • Research Committee representatives will assist partners and ICCS in the survey design; • Fielding planned for late summer and Fall

  6. Research Projects in Progress • 3. Researching the Service-Value Chain in the Public Sector • Joint project with HR Committee, led by Research Committee, approved in Toronto in February 2003 • A Working Group has been established, chaired by Guy Gordon of Manitoba and has met by teleconference. First in-person meeting May 23, 2003, in Ottawa. Includes members from Ontario, NB, Manitoba, Saskatchewan, and Canada (TBS, CCRA, Canada Post). • A major literature overview paper on the Service Value Chain and drivers of staff satisfaction was commissioned from Dr. Faye Schmidt and has been submitted for review by the Working Group. • Work Plan next steps: analysis of data contributed by various jurisdictions over the summer to begin identifying drivers of staff satisfaction/commitment as well as staff-client satisfaction links. • Progress report planned for Fall meeting of PSSDC-PSCIOC

  7. Future Projects:The Service-Value Chain

  8. Research Projects in Progress: • 4. ISD-Beyond the Barriers- Issues and Challenges in Integrated Service Delivery (Initiated by CIO Canada) • Examines integrated service delivery, including the different models of intra-departmental, inter-departmental, and inter-governmental service delivery, as well as the governance issues and solutions that arise from these horizontal and vertical partnerships. • Professor Ken Kernaghan of Brock University is the lead researcher. • Thirty interviews completed with key public sector managers, plus literature review and 10 case ISD studies; • Interim report to be presented for discussion at Lac Carling PSSDC-PSCIOC meetings.

  9. Work Plan: Future Projects • 1. Identifying Forward Research Priorities • Presentation prepared by Brian Marson and Charles Vincent for Lac Carling, outlining several potential research themes; • Electronic voting will occur at Lac Carling Plenary; • Results will be reviewed by Research Committee in designing the forward agenda; • Timeframe: May 2003

  10. Work Plan: Themes for Plenary Voting at LC-VII • 1. Best practice in service satisfaction improvement • 2. Market segmentation of service delivery in a multi-channel environment • 3. Citizen engagement and e-democracy • 4. Third party service delivery • 5. Collaborative arrangements in integrated service delivery • 6. Service quality in regulatory and science agencies

  11. Work Plan: Future Projects • 2. Documenting and Communicating Accumulated Research Findings to PSCIOC-PSSDC Members and the Service Community • The need is to create a data base: • Listing existing research studies with their main findings; • Listing of main service issues, and the research studies which inform them; • Establishing for PSSDC-PSSCIOC members a searchable data base of research findings. • Proposed Action: • Identify a jurisdiction(s) which will fund the project; • Put the database onto the ICCS website • Timeframe- Summer-Fall 2003

  12. ICCS Progress Report • A Progress Report from ICCS Managers, Nicholas Prychodko and Charles Vincent is attached for review; • Service level agreement with IPAC complete • CF-3 Published • Taking Care of Business underway • CMT data base under construction • Enhanced CMT ready for implementation • ICCS Website being used extensively • Funding needed for benchmarking • The PSSDCC-PSCIOC Committee to review ICCS (Chaired by Lois Bain) will report at the Lac Carling Meetings;

  13. CMT Standards Board Report • A Report from Standards Board on the implementation of upgraded CMT is attached as a separate document. • Field testing of Version 2 of the multi-channel CMT completed and results were positive; • Version 2 of CMT is recommended for implementation by the CMT Standards Board and the Research Committee.

  14. Annex: Research Reports Sponsored by Jurisdictions- New Brunswick • Customer Satisfaction Survey on ESD Support/E-mail • Importance of Service Quality Drivers for E-mail Customers • Real Property Registry Procedures – Satisfaction Survey • Customer Satisfaction Survey for Virtual TeleServices Agent Project • Long Haul Trucker Survey • E-Citizen Engagement pilot project with the City of St. John. • UNB E-Government Research Conference: • http://198.164.40.138/e-gov/

  15. Annex: Planned Research Reports Sponsored by Jurisdictions- Canada • GOL Internet Panel – Year 2 • Refresh/renew panel members – contracting underway (MERX) • Two on-line surveys/one set of on-line focus groups planned for FY 2003/2004 • Panel is representative of Canadian Internet Users (4,500+ respondents) • Ekos – Rethinking the Information Highway • Fieldwork this spring – results early summer • Ekos – Rethinking Citizen Engagement • Fieldwork this past winter and spring – preliminary results available • Privacy/Security/Authentication Research • Project planned to provide continued support to epass and other related initiatives • Multi-Channel Marketing/Promotion/Channel Migration • Specific details to be finalised • For more information – contact Ladds.Cathy@tbs-sct.gc.ca

  16. Annex: Completed Research Reports Sponsored by Jurisdictions- Canada • GOL Internet Panel – Year 1 - 3 separate projects • Ipsos-Reid Omnibus Telephone Survey (March 2003) • Ekos-Rethinking the Information Highway (Summer 2002) • Compas – Multi-Channel Service Delivery Focus Groups (Jan. 2003) • Phase 5 – epass, authentication and information sharing (Jan. 2003) • Business Gateway – Transition Cluster Focus Groups (Winter 2003) • Canadians Gateway –Transition Cluster Focus Groups (Winter 2003) • Plus numerous projects undertaken by individual departments, gateways and clusters to support on-going development of the Canada Site and the gateways and clusters

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