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Evaluating The Effectiveness of your Multi-Channel Service delivery Initiative

Evaluating The Effectiveness of your Multi-Channel Service delivery Initiative. Ottawa, February 11, 2003. Service Quality Support. SNB Service Quality Model Evaluating and consulting on: Service expectations Service engineering Quality assurance activities

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Evaluating The Effectiveness of your Multi-Channel Service delivery Initiative

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  1. Evaluating The Effectiveness of your Multi-Channel Service delivery Initiative Ottawa, February 11, 2003 Service Quality Support

  2. SNB Service Quality Model Evaluating and consulting on: Service expectations Service engineering Quality assurance activities Customer satisfaction Questions Content

  3. Customers want / SNB wants: • Clear path through the maze • No “wrong door” for service • Timeliness, fairness, competence and courtesy

  4. SNB Service Centres 36 offices 35 communities Wide range in scale SNB Online(www.snb.ca) WWW Applications (vehicle renewal, e-forms, service packaging etc.) PLANET Driver Abstract Service (ACOL) Business Registry Corporate Affairs online Our Service Network • SNB Teleservices • Dalhousie • (opened June 1997) • 24 Agent stations • 75 Hours a week

  5. Municipal Services

  6. Goal - most services over all channels Same fulfillment regime Inter-connected service support Same web application Channel Integration

  7. SNB Edmundston

  8. Virtual Fulfillment

  9. SNB Service Quality Model Identify customer service needs and expectations Benchmark & standards are defined with customers, business partners & staff Projects, training and process improvement prioritized and managed Results of analysis fed to organization Results & benchmarks measured

  10. Customer Service Model Define benchmark/ standards with customers, business partners & staff Identify customer service needs and expectations Projects, training and process improvement prioritized and managed Measure results & benchmark Feed organization with analysis of results

  11. Service Expectations– Canada vs New Brunswick – Email Telephone In-Person

  12. Internet In-Person / Phone Timeliness Knowledge /Competence Extra Mile / Extra Smile Fairness Outcome Easy to Find Service Outcome Visual Appeal Complete Information Drivers of Satisfaction We have a better understanding of what drives satisfaction

  13. Developing customer service standards Service engineering Quality assurance activities Customer satisfaction Consultation & Evaluation Subjects

  14. Establishing Service Standards • Nine focus groups reviewing customer service standards with staff and customers(Web, Teleservices and OTC) • E-mail survey for ESD customers (twice a year) • Driver Examiner service standards consultations currently underway.

  15. Service Standard Model

  16. Examples of Results from Web Portal Page

  17. Customer input: Before implementation of new products or services Changes to a current product or service for all three channels. For example: Review of the web portal page (look and feel). customers on electronic audio revision. Service Engineering

  18. Press 1, Registrations, Licences and Permits Press 2, Inquiries and Application Forms Press 1, English Press 3, Payments and Change of Address Press *, To repeat this information Example of EA Revision

  19. Customers want / SNB wants: • Clear path through the maze • No “wrong door” for service • Timeliness, fairness, competence and courtesy

  20. Support for Better Integration/One-Stop Shop for Government Services % of respondents n=1,448 (unweighted), national average citizens only n=1,871 (weighted)

  21. Importance of First Contact? First contact appears to have a significant impact on satisfaction... Source: IPAC-2001

  22. Service Outcome - First Contact n=1,448 (unweighted), national average citizens n=1,871 (weighted), national average total n=3,792 (weighted)

  23. Quality Assurance Activities

  24. Overall, the most important output is Customer Satisfaction Results

  25. Overall Satisfaction with Service Received n=1,448 (unweighted), national average citizens n=1,871(weighted), national average total n=3,792 (weighted)

  26. Mean of Satisfaction -Quality of service-

  27. Customer Opinion About Future Directions - Selected Issues n=1,448 (unweighted), national average citizens only n=1,871 (weighted)

  28. SNB Service Quality Model Identify customer service needs and expectations Benchmark & standards are defined with customers, business partners & staff Projects, training and process improvement prioritized and managed Results of analysis fed to organization Results & benchmarks measured

  29. Questions?

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