- 1. The Customer is Always Right ServiceOntario Webcast Serve
You Right Summit Government of Victoria, Australia September 15,
2011
2. 3. Our discussion today
- Its all about the customer
4. Building aserviceorganization
- In 2006, Cabinet gave ServiceOntario a mandate
totransformandmodernizegovernment services
forindividualsandbusiness
- ServiceOntario has transferredover 60 servicesand1,100
stafffrom ministries, Today, ServiceOntario offers80
servicesthrough1,000+ touch points(i.e. ServiceOntario Centres,
libraries, kiosks, Land Registry Offices and more)
- A comprehensivecustomer care model ,service standards ,money
back guarantees , aconsistent brand , and avalues-based service
culturehas increased overall customer satisfaction from61%(2008)
to91%(March 2010)
- TheServiceOntario solutionhas been built upon a series
ofinvestmentsto streamline and improve government services
throughTaking the Leadinitiativeand by playing a large role in
theOpen for Businessstrategy to streamline government to business
interactions
5. Vision decisions
6. Its all about the customer 7. Institute of Citizen-Centred
Services
- Mission to promote high levels of citizen satisfaction with
public sector service delivery
- Taking Care of Businesssurvey was started in 2003 to identify
factors that drive satisfaction among business clients
- Results of latest TCB survey:
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- Modest decline in overall satisfaction but improved service
delivery
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- Web-based solutions becoming more acceptable to business
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- Respondents had a high overall level of satisfaction with In
Person service, an increase since 2007 survey
8. Tweet, Tweet 9. Simple, seamless, personalized service
- Customer Service Standards
- First government money-back guarantees in North America
10. Service value chain Increase Employee Engagement Increase
Confidence& Trust in Public Institutions *Citizens First 3,
ICCS Improve Organizational Performance Improve Citizen
Satisfaction 11. Service principles Caring Accountable Responsive
Reliable 12. Our 6 key priorities 13. High performance
organization
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- Annual staff engagement sessions
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- Quarterly Employee surveys
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- Manager workshops on coaching andemployee recognition
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- Workplace Diversity Change Agent Groups
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- Common Management Accountabilities
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- Credible Commitment to Employee Development
Highly skilled and energized people with superior team attitudes
and desire to achieve results 14. Lead Support Inform Motivate
Engage Employee engagement 15. Service Guarantees First of their
kind in North America Meet our guarantees 99.8% 16. 17. 18.
Newborn Registration Service
- Simultaneous registration of:
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- Application for birth certificate
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- Federal Social Insurance number
19. Cost Per Transaction Customer Satisfaction 20. What they
told us
- I had a very pleasant and speedy experience. I was greeted by a
very nice lady who checked over my paperwork and gave me a service
number within five minutes my number was called. Within another 5
minutes I had completed my transactions, including two photos, and
was on my way.
- I was impressed with the exceptional courtesy Keep up the good
work!
- The staff were extremely friendly and proactive. I was in and
out of the location in 20 minutes with a new licence, health card
and registration stickers - on a busy Saturday morning!
- the person meeting customers at the door did a great job of
telling us how to get ready with our forms to speed up the
job.
- I was served within a minute of my arrival, the next good thing
was the woman that served me asked if I had renewed my driver's
Licence Well within a few minutes I had renewed all 3 things
- Much to my surprise, they also had a greeter or reception
person there to preview your paperwork and documents to ensure that
everything was correct prior to you going to the service counter.
What a great idea.
21. 22. Lessons learned 23. Looking ahead
- Ontario government has ordered service delivery review
- We are exploring more partnerships with federal, municipal
governments
- We could deliver front-line services for other governments, or
they could deliver services for us
- Private sector partnerships studied
24. 25. Contact Details
- Assistant Deputy Minister
- Visit us at: www.ServiceOntario.ca