1 / 14

People, Service and Trust- is there a Public Sector Service Value Chain?

People, Service and Trust- is there a Public Sector Service Value Chain?. Ralph Heintzman and Brian Marson Treasury Board of Canada Secretariat EGPA Conference, Oeiras, September 2003. The Private Sector Service Profit Chain (James Heskett, Harvard University). The Public Sector.

rhiannon
Download Presentation

People, Service and Trust- is there a Public Sector Service Value Chain?

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. People, Service and Trust- is there a Public Sector Service Value Chain? Ralph Heintzman and Brian Marson Treasury Board of Canada Secretariat EGPA Conference, Oeiras, September 2003

  2. The Private Sector Service Profit Chain(James Heskett, Harvard University)

  3. The Public Sector • Is there a parallel chain in the public sector, and if so, what is its nature? • Based on emerging research findings, we propose the possible existence of the following Service Value Chain in the Public Sector

  4. Studies: Studies: James Heskett US ACSI Data Cdn . Conf. Board UK MORI Study Telus Corp. Bouckaert Study SQM Group Gov’t of Canada Canadian CF 3 Citizen Trust Employee Citizen/ & Confidence Satisfaction & Client Service In Public Commitment Satisfaction Institutions Potential Drivers Potential Drivers Drivers Social/cultural factors Career path Timeliness Macro - performance Fair pay/benefits Competence Micro - performance Value to citizens - Political Courtesy Work environment 3 Study) - Administrative (CF Fairness Perception of mgt. - Service satisfaction Outcome - Service benefit (Erin’s Peel Study) (From CF 3 Study) - Service adequacy • Other drivers to be discovered Modeling the Service Value Chain A Proposed Public Sector Service Value Chain © Heintzman and Marson 2003

  5. The Two Key Links in the Chain:Emerging Research Evidence • 1. Staff Satisfaction and Commitment impacts Client/Citizen Satisfaction, and vice versa; • e.g. Empirical findings of SQM Group’s study of public sector call centres; • More research needed to verify this link. • 2. Client Service Satisfaction impacts Trust and Confidence in Public Institutions • e.g. Citizens First-3 (2003) empirical findings and Communication Canada (2000) survey findings. • Also: MORI (2003); USA, ACSI (2002); Sweden (2003) and Leuven’s Flanders study.

  6. Identifying the Performance Drivers Along the Service Value Chain • 1. Drivers of Staff Satisfaction and Commitment • First approximation through 2003 ERIN Research study • New inter-jurisdictional study underway in Canada • 2. Drivers of Client Satisfaction • Five drivers clearly identified via the Canadian research • 3. Drivers of Trust and Confidence • Identity and performance (Leuven survey) • Macro-performance and micro-performance, including service • Three service variables identified in Canadian Citizens First-3 research (2003): satisfaction, benefit, adequacy • Other non-service variables suggested in the MORI study (2003) and in Leuven’s Flanders study

  7. The Service Satisfaction Drivers (Canadian Data) These Fiver Drivers Account for 70% of Service Satisfaction Scores

  8. The Service Satisfaction Drivers DramaticallyImpact Citizens’ Service Quality ratings (Canadian Data)

  9. Current National Scores on Individual Drivers: Timeliness, Competence and“Extra Mile” Need Improvement (Canadian Data) • Outcome 72 • Courtesy 71 • Fairness 69 • Competence 64 • “Extra Mile” 55 • Timeliness 51

  10. Canada’s Service Improvement Through the Application of Research Findings Canada’s Improving Public Sector Service Quality Reputation(Citizens First 3, 2003)

  11. Service Drivers Impact Citizen Trust and Confidence(Citizens First-3, 2003)

  12. Next Steps in Research: Priorities • 1. Verify the staff satisfaction/commitment link to client satisfaction though cross-analysis of staff satisfaction and client satisfaction data in a variety of public sector organizations; also, determine if the link also works in the opposite direction, as in the private sector; • 2. Identify the drivers of staff satisfaction and commitment, and their relative strengths; • 3. Identify the drivers of citizen trust and confidence at the individual agency, the public service, and the political institutions levels- via surveys, multivariate analysis and modeling.

  13. Lessons for Public Managers • 1. Public managers can contribute to citizen trust and confidence by focussing on drivers of employee engagement and citizen satisfaction. • 2. Apply existing research findings on the five service satisfaction drivers to improve satisfaction with public services; • 3. Collaborate with researchers to identify and subsequently apply the drivers of staff satisfaction. • 4. Measure future performance against citizen satisfaction (external) and employee engagement (internal)

  14. People, Service and Trust- is there a Public Sector Service Value Chain?To contact us:Heintzman.Ralph@tbs-sct.gc.caMarson.Brian@tbs-sct.gc./ca The Institute for Citizen Centred Service:www.iccs-isac.org

More Related