New Zealand Jurisdictional Update - Serve You Right, Melbourne, September 2011


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Paper presented by Joy Hippolite, Senior Adviser, State Services Commission (New Zealand), at the Serve You Right Conference, Melbourne, September 15-16, 2011. Examines Kiwis Count, common measurements tool and understanding the srivers of satisfaction with services delivered online

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  • New approach, new way of working.Faster, flexible research & reporting.e-Reporting free up time & resourcesmore timely, flexible and insightful analysis and interpretation.
  • In Kiwis Count 2009 we asked people what channels had they used in the previous 12 months, to either look for info (blue bars) or carry out transactions or dealings (green bars)Most widely used channels for info seeking are Internet and Phone. For carrying out transactions – face-to-face/in person is most common method.Mail and fax is the least used channel; both when looking for info and carrying transactions.
  • We then asked people what channel they preferred to use:When looking for information – internet (56%) and telephone (50%)For transactions or dealing with public services – face-to-face (52%), closely followed by telephone (48%) and internet (45%)The mail channel the least preferredSo, the internet channel has shown not to be the complete solution. New Zealanders are telling us that not everyone is able to or interested in accessing public services over the Internet.Highlights the importance of delivery service via multiple channels to meet the needs of New Zealanders*75% of New Zealanders had access to the internet.
  • Satisfaction with telephone services was the lowest of all channels, while satisfaction for the internet channel was the highest.Telephone – most widely used channels for info seeking, along with InternetAnd second most common method for carrying out transactions
  • Compare satisfaction with services on-line against satisfaction with services in general, when looking for info and carrying out transactions. Online more satisfied, for info seeking, 62% compared to 56%Similar with carrying on transactions, 64% compared to 58%This shows a great opportunity for improvement of New Zealanders’ satisfaction with public servicesEspecially as agencies are looking to save money by migrating into online channels.
  • We asked people what would encourage them to use internet more for public services, so that agencies can target investment in specific areas.“Make it simple and user-friendly” was most popular, 63%, followed by “Ensure my privacy is protected” at 48%.Interestingly, 14% said “Nothing” would encourage them to use public services over the internet and 42% of them over 65+.But don’t assume, just need to wait till all the 65s die off – MSD research – more related to life cycle than age (high needs).Will be surveying channels again in next iteration of Kiwis Count
  • So now looking back at our collection of research – we have:The General Drivers, the drivers for telephone services, and now the drivers for online services. As you can see the driver which has shown to be the most important driver, has been proven to be important across all of our research.
  • The Common Measurements Tool (CMT) is a tool that individual agencies can use to survey their own customers/clients. It is a common set of questions and scales that allows agencies to measure client satisfaction and IMPORTANTLY identify service delivery improvements for service uses.By using a common set of questions, agencies can also compare their performance with other NZ state services agencies and with the national level results of Kiwis Count, as well as benchmark internationally with Canada and other jurisdictions that adopt it.In June 2007, the SSC purchased the CMT licence from Canada for use across the NZ state services.NZ agencies can take up the CMT, free of charge, by signing a MoU with the SSC.Mention Communities of Practice, describe the CMT community of practice
  • Kiwis Count 2007 – satisfaction with telephone servicesTelephone most commonly used but had the lowest satisfaction so did further analysis and identified the key factors that drive satisfaction services delivered over the phone.Interestingly, service experience met your expectations came up again.
  • We also asked people what channel they preferred to use:For information – internet (56%) and telephone (50%)
  • For transactions or dealing with public services – face-to-face (52%), closely followed by telephone (48%) and internet (45%)
  • New Zealand Jurisdictional Update - Serve You Right, Melbourne, September 2011

    1. 1. Serve You Right 2011-MelbourneJurisdictional Update<br />15 September 2011<br />
    2. 2. New Zealanders’ Experience<br />Improved <br />satisfaction <br />with<br />services<br /> Kiwis Count 2007<br /> Kiwis Count 2009<br /> Common Measurements Tool<br />Drivers<br />Survey<br /> Understanding Drivers / Online Drivers<br />
    3. 3. New Zealand Drivers<br />
    4. 4. Service Quality Average<br />
    5. 5. Kiwis Count 2.0<br />Measure NZers’ satisfaction & trust<br />Compare with 2007 & 2009 Kiwis Count<br /><ul><li>Similar to Kiwis Count methodology & qnr</li></ul>Postal invitations to online survey<br />Paper self-completion option<br />Continuous 50 weeks/year<br />Quarterly e-Reporting 6 month rolling average<br />
    6. 6. E-Reporting<br />Replaces Word & PowerPoint reports<br />Online access<br />Automatically generates predefined tables and charts<br />easy to edit and define new ones<br />Drill down on underlying data<br />Annotate tables/charts, add analysis, interpretation and recommendations<br />User-friendly, minimal training<br />
    7. 7. Channels Usage<br />
    8. 8. Preference<br />
    9. 9. Satisfaction by most recent contact method<br />
    10. 10. Satisfaction: general vs. online<br />
    11. 11. Improving uptake of public services online<br />
    12. 12.
    13. 13. Common Measurements Tool<br />Allows agencies to measure the drivers of satisfaction<br />Identifies opportunities for service delivery improvements<br />Measure progress over time<br />Benchmarking with their peers<br />
    14. 14.<br />
    15. 15. Annexes<br />
    16. 16. Telephone drivers<br />
    17. 17. Drivers of Website Satisfaction (for obtaining information)<br />
    18. 18. Drivers of Website Satisfaction (for transacting)<br />
    19. 19. Use and Preference – Looking for information<br />
    20. 20. Use and Preference carrying out transactions<br />