1. THE COMMON MEASUREMENTS TOOL A User-Friendly Survey Tool for the Public Sector Overview Presentation Faye Schmidt Regional Executive - BC and AB Service and Innovation Treasury Board of Canada Secretariat Secrétariat du Conseil du Trésor du Canada

2. A key element in SI Initiative implementation: Ongoing progress and performance measurement: –Developing and monitoring client-driven service standards in areas clients say we need to improve –Year One: Baseline client satisfaction measurement using Citizens First or CMT –Annually using the CMT core items and others selected by the department to assess baselines and progress THE COMMON MEASUREMENTS TOOL

3. Objectives of the CMT:  provide a ready-made tool for public service organizations  enable like-organizations to compare results  facilitate the sharing of information gained and lessons earned between organizations  enable organizations to build internal benchmarks THE COMMON MEASUREMENTS TOOL

4. How high is up? The need for a Common Measurements Tool 0 6 Very DissatisfiedVery SatisfiedSatisfiedDissatisfied 1 4 PoorExcellentGoodVery good 90% Satisfied and Very Satisfied 90% Satisfied and Very Satisfied = 1 10 PoorFairGood THE COMMON MEASUREMENTS TOOL

5. What does the CMT Measure?  Central core of standard questions and standard 5-pt measurement scales  Client feedback (not citizen level)  Five elements of the service experience in the five dimensions or areas of the service experience  Additional questions customized by the organization to met their needs THE COMMON MEASUREMENTS TOOL

6. Elements of the Service Experience  Client expectations  Client perceptions of service experience  Level of satisfaction  Level of importance  Priorities for Improvements THE COMMON MEASUREMENTS TOOL

7. Understanding Service Gaps Definition of Service Gap: The difference between client expectations and the client’s perception of the service experience.* *Source: Zeithaml, Valerie. et al., 1990 Expect- ations Service Gap THE COMMON MEASUREMENTS TOOL

8. BC Office Products Centre: Using both satisfaction & importance data LowHigh Areas where priorities should be focussed Products arrived on time Prompt handling of customer complaints Organizational strengths Courteous and helpful staff Same day delivery service Low Low Priority Personal visits by customer service reps Unnecessary strengths - possible overkill On-line electronic ordering Electronic billing IMPORTANCE SATISFACTION THE COMMON MEASUREMENTS TOOL

9. Service Dimensions  Responsiveness  Reliability  Access & Facilities  Communications  Costs THE COMMON MEASUREMENTS TOOL

10. How Does the CMT Work ?  Offers a consistent measurement system  Offers comprehensive item bank for selection  Offers descriptive and Likert types of questions  Requires customization by organization  Allows addition of questions by organizations  Supported by a managers’ guide, a software package, and a companion surveying guide THE COMMON MEASUREMENTS TOOL

12. The CMT Go to tool

13. To contact me: PHONE: (250) 418-5054 Pacific Time FAX: (250) 598-0167 EMAIL: schmidt.faye@tbs-sct.gc.ca Treasury Board of Canada Secretariat Secrétariat du Conseil du Trésor du Canada