1. Customer Satisfaction Work – the Way Forward
eGov_CSM_9a_eGov
Customer Satisfaction Work – the Way Forward
Johanna Nurmi
eGovernment working group meeting
, Helsinki

2. Steps to during the Finnish Presidency
Circulating the project plan for the IPSG and the members of the Expert Group in September
Expert Group meeting in Helsinki 10 October
9 countries present (Austria, Belgium, Czech Republic, Germany, Netherlands, Norway, Sweden, United Kingdom, Finland)
3 cases presented: Norway, Netherlands, Austria
Agreement on the next steps

3. Case Norway A large scale approach
Simple model – all relevant services measured
Random samples at national and municipal level
Satisfaction indices – time-series
Transparency of results ready-made for cross-border benchmarking
Key motive: Present and introduce effective measurement tools to enhance public sector quality, cost-effectiveness and resource allocation at different levels of government
to avoid brake-down in welfare state support?

4. Case Netherlands InternetSpiegel
Standardized Employee Satisfaction Survey (web based questionnaires, Likertscale)
Do-it-yourself research tool: organizations can benefit from exhaustive and validated sets of items (limited costs, high response)
Organizations can integrate specific matters in their research (customized research)
Possibilities of internal trend reports, internal and external benchmarking (performance measurement)

5. Case Austria
Evaluation of the project “INFOCENTER”, a new customer service function
Measurement of success from the customers point of view
Status-quo and monitoring change in time
Show strengths and weaknesses in service encounters
Learn more about expectations, service performance and satisfaction
Internal benchmarking
Steering instrument for local management
Feedback to motivate employees

6. Conclusions
Drafting a wide scale policy paper on importance of customer satisfaction measurement, including:
locating CSM in more general approach of customer oriented service provision
introducing the broad range of tools designed for different purposes and different environments by using case examples collected
main factors to be considered when establishing use of CSM tools in the public sector
an idea of possible shared guidelines of CSM and the main features to be included in these guidelines.

7. Main factors to be considered when establishing use of CSM tools in the public sector
Examples to be included in the guidelines:
the rationale for the measurement
connecting the measurement to improvement processes
engaging relevant stakeholders
transparency of the method
transparency of the services in question
reliability and validity of the method
commissioner of the tool and owner of the results
input-output-outcome analysis; does the method designed and used provide additional information

8. Next Steps
The draft policy paper to be circulated to the members of the expert group in November
After the round of comments the paper will be distributed for the IPSG for comments and then finalized by the end of the year 2006.
Passed on to the German presidency for further consideration of the proceedings during 2007.