1. Service Improvement Strategy at Canadian Heritage Pilot project Planning Template

2. Service Improvement Strategy Key Elements STEP # 1Set “Baseline Measure” STEP # 2Set SI Targets, Service Standards and Develop a SI Plan STEP # 3Implement and Measure

3. Service Improvement Strategy Guiding Principles Client-centric approach (I.e. what are our clients’ needs, expectations, priorities?) Client management focus (I.e. channel preference, client segmentation) Alignment of internal/external services Set realistic targets and standards Integration with other PCH priorities (I.e. integrated planning, IM/IT strategy, diversity…)

4. Service Improvement Strategy Pilot Project Goals Establish a “baseline” measure of client satisfaction using the CMT On the basis of survey results, develop service standards, service improvement targets and service improvement plan Implement and monitor the service improvement plan in pilot sites Develop a business case for implementation department-wide, based on the pilot results

5. Service Improvement Strategy Pilot Project Milestones Identify pilot scope/objectives – (what programs/services, what clients, what area) Develop survey questionnaire using CMT framework Define survey approach – (I.e. mail, telephone, web-based) Contract for survey Determine funding options

6. Service Improvement Strategy Pilot Project Milestones (Cont’d) Conduct survey and prepare report Analyze survey results Identify SI targets and service standards based on the survey results Establish performance measures Develop SI plan and implement

7. Service Improvement Strategy Roles and Responsibilities E-Services – Overall project management – Work collaboratively with pilot site to identify pilot scope/objectives – Develop Terms of Reference – Assist with development of survey questionnaire – Contracting for survey – Assist with development of SI targets, service standards and SI plan in pilot sites – Assist with development of performance measures – Develop business case with input from pilot sites

8. Service Improvement Strategy Roles and Responsibilities Pilot Site – Work collaboratively with E-Services to identify pilot scope/objectives – Assist with development of survey questionnaire – Develop SI targets, service standards and SI plan based on the results of the survey – Develop performance measures – Implement and monitor SI plan

9. Service Improvement Strategy Roles and Responsibilities Contractor – Assist with development of survey questionnaire – Test survey tool – Conduct survey – Prepare report and populate CMT database

10. Service Improvement Strategy Pilot Project - Timeframe Activity: Project initiation Contracting Survey development Conduct survey Analysis Develop targets, standards, SI plan Time Estimates: 4 - 8 weeks 2 - 3 weeks 2 weeks 3 - 6 weeks 2 weeks 4 - 12 weeks Note: Lapsed Time

11. Service Improvement Strategy Pilot Project – Cost Cost Elements: Conduct survey ($40-60K/pilot)

12. How to Set Service Standards Steps in Developing Service Standards How to Set Service Standards Steps in Developing Service Standards Know your business (I.e. clients, services, cost) Consult with clients and staff (I.e. satisfaction levels, expectations/needs, priorities) Set service standards that are realistic and easily understood Empower and train managers and staff Communicate/publish service standards and report on performance Develop a SI plan and strive for continuous improvement

13. How to Set Service Standards Elements of Service Standards Description of service Level of service quality clients can expect Delivery targets (such as timeliness, access, accuracy) Cost of delivering service (if applicable) Clear complaint and redress mechanisms when standards are not met

14. Service Standard and Satisfaction Targets Template Service Standards Targets Measure Results Reporting Frequency Accountability To answer voice mail messages within 3 hrs 80% of the timeMystery clientBi-annuallyDirector, client Services Satisfaction Targets Measure Results Reporting Frequency Accountability 75% very satisfied with overall access to service Client surveyAnnuallyProgram

15. Service Improvement (SI) Plan Template Service Improvement (SI) Plan Template Period covered by the SI plan Scope: Services/programs affected by the SI plan The Context Mission Statement Service Vision based on citizen-centered approach Priority Areas for Improvement Objectives/Actions/Timeframe of each priority area Monitoring and Reporting Results Management Accountability