1. November 13, 2003 CMT Day 1 Kate Johnston Corporate Projects Consultant Halton Region CMT: The Halton Experience

2. November 13, 2003 CMT Day 2 Kate Johnston Corporate Projects Consultant Halton Region Presentation Outline Halton in Context Objectives of Study Halton’s Approach Benchmarking Experiences Implications for Halton Key Take-Aways

3. November 13, 2003 CMT Day 3 Kate Johnston Corporate Projects Consultant Halton Region

4. November 13, 2003 CMT Day 4 Kate Johnston Corporate Projects Consultant Halton Region Halton In Context 1700 employees Wide range of services 70,000 telephone inquiries per month Receives inquiries on all government services Implementing corporate customer service transformation project

5. November 13, 2003 CMT Day 5 Kate Johnston Corporate Projects Consultant Halton Region Study Objectives Assessment of public awareness of regional services Evaluation of customer service performance Benchmark performance –Over time –Vis-a-vis other organizations Determine opportunities for improvement Assessment of citizens’ actual and preferred communication channels

6. November 13, 2003 CMT Day 6 Kate Johnston Corporate Projects Consultant Halton Region Rationale for Using CMT Opportunities for benchmarking Contribute to public sector’s knowledge base

7. November 13, 2003 CMT Day 7 Kate Johnston Corporate Projects Consultant Halton Region Halton’s Approach Developed terms of reference (Dec ‘02) Hired public opinion polling firm (Feb ‘03) Confirmed survey methodology (Feb ‘03) Developed survey instrument (Mar-Apr ‘03)

8. November 13, 2003 CMT Day 8 Kate Johnston Corporate Projects Consultant Halton Region Halton’s Approach (cont’d) Executed survey (May ’03) Analyzed and reported results (June-Sept ’03) Assessed implications to customer service strategy (July ’03)

9. November 13, 2003 CMT Day 9 Kate Johnston Corporate Projects Consultant Halton Region Survey Methodology 15-20 minute telephone survey Conducted May 1-14, 2003 804 residents weighted by municipality Included six core CMT questions plus three additional CMT questions CMT questions directed to “users”

10. November 13, 2003 CMT Day 10 Kate Johnston Corporate Projects Consultant Halton Region Survey Design Questions pertaining to: –Public priorities –Awareness of local service delivery –Satisfaction with quality of life –Satisfaction with Halton Region government –Satisfaction with specific services –Information sources

11. November 13, 2003 CMT Day 11 Kate Johnston Corporate Projects Consultant Halton Region CMT Questions Used How satisfied were you with the overall quality of service delivery? Overall, how satisfied were you with the accessibility of the service/product? In the end, did you get what you needed?

12. November 13, 2003 CMT Day 12 Kate Johnston Corporate Projects Consultant Halton Region CMT Questions Used (cont’d) I was treated fairly? (agree/disagree) Staff went the extra mile to make sure I got what I needed? (agree/disagree) Staff were knowledgeable and competent. (agree/disagree)

13. November 13, 2003 CMT Day 13 Kate Johnston Corporate Projects Consultant Halton Region CMT Questions Used (cont’d) Staff were courteous. (agree/disagree) The hours of service were convenient. (agree/disagree) The office was conveniently located (agree/disagree)

14. November 13, 2003 CMT Day 14 Kate Johnston Corporate Projects Consultant Halton Region Benchmarking Experiences With CMT: ICCS feedback on survey instrument is critical Finding ‘good’ comparators today is problematic –Different services –Different levels of government –Different service channels Comparisons still valuable Potential for future benchmarking

15. November 13, 2003 CMT Day 15 Kate Johnston Corporate Projects Consultant Halton Region Benchmarking Experiences (cont’d) With Environics: Different measurement scales (4 pt vs. 5 pt) Finding ‘good’ comparators still problematic

16. November 13, 2003 CMT Day 16 Kate Johnston Corporate Projects Consultant Halton Region Implications for Halton Confirms Halton’s customer service strategy Points to areas requiring further attention Location Hours of operation “going the extra mile” Auto attendant Strategy enhanced to reflect findings

17. November 13, 2003 CMT Day 17 Kate Johnston Corporate Projects Consultant Halton Region Key Take-Aways Hire reputable firm to assist Ensure firm is flexible Allow sufficient time for survey development Watch for ‘don’t know’ responses

18. November 13, 2003 CMT Day 18 Kate Johnston Corporate Projects Consultant Halton Region Key Take-Aways (cont’d) CMT benchmarking opportunities may not be immediate Other benchmarking vehicles were problematic CMT tool offers best potential

19. November 13, 2003 CMT Day 19 Kate Johnston Corporate Projects Consultant Halton Region Questions & Discussion