Joseph Cole Ensuring Citizen Satisfaction Through Continuous Improvement


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Presented at the Ottawa Public Sector Quality Fair.

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Joseph Cole Ensuring Citizen Satisfaction Through Continuous Improvement

  1. 2. Ensuring Citizen/Client Satisfaction through Continuous Improvement Professional Development Session 2010 Ottawa Public Sector Quality Fair
  2. 3. Citizen/Client Satisfaction <ul><li>Concepts </li></ul><ul><li>Citizen Satisfaction / Citizen Service </li></ul><ul><li>Requirements </li></ul><ul><li>What’s Important </li></ul><ul><li>From Important to Improvement </li></ul>
  3. 4. Citizen/Client Satisfaction A situation that seemed simple and became complicated when you asked for something or service that you really expected. A situation that seemed like it was going to be a mess was handled by a competent, interested person and you were impressed.
  4. 5. Citizen/Client Satisfaction Citizen an inhabitant of a city, town, state or country, and as one, is entitled to its privileges or franchises (services and operations)
  5. 6. Citizen/Client Satisfaction Client A person or group who receives or uses the services or products of person or an organization.
  6. 7. Citizen/Client Satisfaction <ul><li>Satisfaction and Service </li></ul><ul><li>Citizen Satisfaction is measured by the recipient on their own scale- regardless of relevance. </li></ul><ul><li>Expectation </li></ul><ul><li>Citizen Service is measured by internal standards set by the organization </li></ul><ul><li>Promise </li></ul>
  7. 8. Citizen/Client Satisfaction <ul><li>Requirements </li></ul><ul><li>Spoken </li></ul><ul><li>Expected </li></ul><ul><li>Exciters </li></ul><ul><li>Unspoken </li></ul>
  8. 9. Citizen/Client Satisfaction <ul><li>Examples- </li></ul><ul><li>Canadian Tire Car Service Centre </li></ul><ul><li>Doctor’s office </li></ul><ul><li>License Bureau </li></ul>
  9. 10. Citizen/Client Satisfaction <ul><li>Factors that ‘most influence’ satisfaction </li></ul><ul><li>Timeliness </li></ul><ul><li>Outcome </li></ul><ul><li>Knowledge </li></ul><ul><li>Courtesy </li></ul><ul><li>Fairness </li></ul>
  10. 11. Citizen/Client Satisfaction 5 Factors of Satisfaction Customer Service Approach 4 Customer Requirements
  11. 12. Citizen/Client Satisfaction 5 Factors of Satisfaction Customer Service Approach 4 Customer Requirements
  12. 13. Citizen/Client Satisfaction <ul><li>Organizational factors </li></ul><ul><li>Timeliness </li></ul><ul><li>Outcome </li></ul><ul><li>Employee factors </li></ul><ul><li>Knowledge </li></ul><ul><li>Courtesy </li></ul><ul><li>Historical Factor </li></ul><ul><li>Fairness </li></ul>
  13. 14. Citizen/Client Satisfaction Creating opportunities to drive high levels of Citizen satisfaction is NOT just for the person who interacts with the citizen. It is the responsibility of the whole organization.
  14. 15. Citizen/Client Satisfaction <ul><li>Engaged </li></ul><ul><li>Employees </li></ul><ul><li>Knowledgeable </li></ul><ul><li>Courteous </li></ul><ul><li>Listen </li></ul><ul><li>Helpful </li></ul>Public Sector Value Chain <ul><li>Improved Processes </li></ul><ul><li>Efficient </li></ul><ul><li>Consistent </li></ul><ul><li>Citizen based </li></ul><ul><li>Improved </li></ul>Value Satisfaction Trust and Confidence in service provider
  15. 16. Citizen/Client Satisfaction <ul><li>How do we demonstrate a desire to create a high satisfaction experience? </li></ul><ul><li>We ask them? </li></ul><ul><ul><li>We ask the citizen- </li></ul></ul><ul><ul><ul><li>Did we cover everything for you today? </li></ul></ul></ul><ul><ul><li>We ask the employees </li></ul></ul><ul><ul><ul><li>What can we do to make serving the citizen easier? </li></ul></ul></ul><ul><ul><li>We thank them for telling us. </li></ul></ul><ul><ul><ul><li>Add it to our improvement list! </li></ul></ul></ul>
  16. 17. Citizen/Client Satisfaction <ul><li>Does your organization use /have </li></ul><ul><li>Satisfaction plan </li></ul><ul><li>Satisfaction meetings </li></ul><ul><li>Informal feedback </li></ul><ul><li>Complaint System </li></ul><ul><li>Compliment System </li></ul><ul><li>Internal client focus </li></ul><ul><li>Employee input </li></ul>
  17. 18. Citizen/Client Satisfaction <ul><li>A high performing organization </li></ul><ul><li>Openly and widely shares client satisfaction results and feedback </li></ul><ul><li>Has a habit of using feedback, formal and informal for improving services. </li></ul><ul><li>Demonstrates over time, improvements in satisfaction ratings </li></ul><ul><li>Includes linkages to the customer for all employees to understand their contribution </li></ul>
  18. 19. Citizen/Client Satisfaction <ul><li>The Voice of the Citizen </li></ul><ul><li>Do you survey your citizen/clients? How often? </li></ul><ul><li>Do you get input/feedback from front line staff? How often? </li></ul><ul><li>What do you DO with the information? </li></ul>
  19. 20. Citizen/Client Satisfaction Thinking doesn’t change the way we act as powerfully as action changes the way we think.
  20. 21. Citizen/Client Satisfaction <ul><li>Starting the process- Think </li></ul><ul><li>What should a satisfied citizen look like? </li></ul><ul><li>Who is closest to the citizen? Who’s next? </li></ul><ul><li>What do we currently do well? </li></ul><ul><li>What do other organizations do? </li></ul>
  21. 22. Citizen/Client Satisfaction <ul><li>Starting the process- Measures </li></ul><ul><li>What are we currently measuring? When? </li></ul><ul><li>Are we measuring the correct things? </li></ul><ul><li>What do the front line staff measure? </li></ul><ul><li>How BIG of a deal is this? </li></ul>
  22. 23. Citizen/Client Satisfaction <ul><li>Starting the process- Act </li></ul><ul><li>Talk to the managers. </li></ul><ul><li>Talk to the employees. </li></ul><ul><li>Talk to the customers. </li></ul><ul><li>Talk to yourself </li></ul><ul><li>Do it all again- often </li></ul>
  23. 24. Citizen/Client Satisfaction <ul><li>Starting the process- Act </li></ul><ul><li>Start </li></ul><ul><li>Something important </li></ul><ul><ul><li>Something small </li></ul></ul><ul><li>Something employee based </li></ul><ul><ul><li>Something customer based </li></ul></ul>
  24. 25. Citizen/Client Satisfaction <ul><li>Starting the process- Improve </li></ul><ul><li>Meet with the managers </li></ul><ul><ul><li>Understand the perceptions </li></ul></ul><ul><li>Involve in the managers </li></ul><ul><ul><li>Understand the communication approach </li></ul></ul><ul><li>Encourage employee participation </li></ul><ul><ul><li>Understand who is interested in helping </li></ul></ul>
  25. 26. Citizen/Client Satisfaction <ul><li>Starting the process- Improve </li></ul><ul><li>Begin to measure the level of involvement and share the tasks and progress with the team </li></ul><ul><li>Walk the Talk </li></ul>
  26. 27. Citizen/Client Satisfaction <ul><li>Starting the process- Act </li></ul><ul><li>Communicate </li></ul><ul><ul><li>Progress </li></ul></ul><ul><ul><li>Success stories </li></ul></ul><ul><ul><li>Next steps </li></ul></ul><ul><ul><li>How to become involved </li></ul></ul><ul><li>Celebrate </li></ul><ul><li>Learn and then do it again! </li></ul>
  27. 28. Citizen/Client Satisfaction <ul><li>Improvement Tools </li></ul><ul><li>Check Sheets (to count and categorize feedback) </li></ul><ul><li>Surveys- (build or buy public opinion- be as specific as affordable) </li></ul><ul><li>Feedback loops (listen to everything being said) </li></ul><ul><li>Quality Function Deployment tools </li></ul><ul><ul><li>Affinity diagrams, Relation diagrams, process review </li></ul></ul><ul><li>Business Process Review tools </li></ul><ul><li>Improve-X Training (employee workshops/manager facilitation) </li></ul><ul><ul><li>Creating/measuring Excellent Service. </li></ul></ul><ul><ul><li>Building links in the Public Sector Value Chain </li></ul></ul><ul><ul><li>Engaging and improving Service Teams. </li></ul></ul><ul><ul><li>Measuring what matters. </li></ul></ul>
  28. 29. Citizen/Client Satisfaction <ul><li>Reference Material </li></ul><ul><li>Institute for Citizen Centre Service </li></ul><ul><li>Customer Satisfaction- National Quality Institute, </li></ul><ul><li>Baldrige Quality System- Steven George </li></ul><ul><li>The Three Pillars of Public Management, Instrup & Crookall </li></ul><ul><li>CoachCole Business Consulting, </li></ul><ul><li>Treasury Board of Canada. </li></ul><ul><li>Firing on all Cylinders- Jim Clemmer </li></ul><ul><li>Six Sigma Concepts-Mikel Harry (Motorola) </li></ul>
  29. 30. JOSEPH COLE 613.291.2653 [email_address]