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service alberta

service alberta. Key Administrative Initiative Collaboration Accountability. Deputy Ministers’ Comm. (Direction). Service Alberta Deputy Minister Steering Team (Leadership ). Service Alberta Program Mgmt Office (Coordination). Service Alberta Advisory Team

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service alberta

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  1. servicealberta

  2. Key Administrative Initiative Collaboration Accountability Deputy Ministers’ Comm. (Direction) Service Alberta Deputy Minister Steering Team (Leadership) Service Alberta Program Mgmt Office (Coordination) Service Alberta Advisory Team (Collaboration)

  3. Quality Service Integrated Service Accessible Service

  4. Quality Service Integrated Service Accessible Service • Service Alberta • Website • Service Alberta • Contact Centre • Communication • Strategy • Directory of • Services

  5. Quality Service Integrated Service Accessible Service • Service Alberta • Website • Service Alberta • Contact Centre • Communication • Strategy • Directory of • Services • Policy • Workshops, • Intranet Site • Common Service • Standards

  6. 2002-03 2003-04 2001-02 2000-01 Enhancements Underway Service Alberta Introduced Development Begins Research & Concept Dev’t Citizens First 3 Focus Groups Usability Testing Annual Survey Pre-Imp Survey Usability Testing Focus Groups Annual Survey Focus Groups Survey Usability Testing Targeted Survey

  7. Common Service Standards 2003-04: Identify common service standards Establish baseline measures 2004-05: Every ministry has a transition plan Ministries collect baseline data 2005-06: Full implementation and reporting

  8. Measuring Service Standards • Accommodate different service requirements and realities. • Accommodate regulatory delivery services.

  9. Measuring Service Standards • Accommodate different service requirements and realities. • Accommodate regulatory delivery services. • Acknowledge service areas with regular client feedback processes in place. • Provide useful data without creating a measurement burden. • Encourage service areas to focus on the total process.

  10. Cross-Government Service Outcomes Annual Client Satisfaction Feedback Ministry Service Standards 90% or higher Below 90% Determine service issues Service Measures Service Improvement Plan No further action

  11. Common Service Standards Common Satisfaction Measures Individual Measurement Approaches Mail-out survey Common Measurements Tool Telephone survey IVR survey

  12. servicealberta

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