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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 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. www.ssc.govt.nz<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 />

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