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

November 13, 2003CMT Day

1Kate Johnston

Corporate Projects ConsultantHalton Region

CMT: The Halton Experience


2Kate Johnston


Presentation Outline

• Halton in Context• Objectives of Study• Halton’s Approach• Benchmarking Experiences• Implications for Halton• Key Take-Aways


3Kate Johnston


Halton Region


4Kate Johnston


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


5Kate Johnston


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


6Kate Johnston


Rationale for Using CMT

• Opportunities for benchmarking

• Contribute to public sector’s knowledge base


7Kate Johnston


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)


8Kate Johnston


Halton’s Approach (cont’d)

• Executed survey (May ’03)

• Analyzed and reported results (June-Sept ’03)

• Assessed implications to customer service strategy (July ’03)


9Kate Johnston


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”


10Kate Johnston


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


11Kate Johnston


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?


12Kate Johnston


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)


13Kate Johnston


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)


14Kate Johnston


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


15Kate Johnston


Benchmarking Experiences (cont’d)

With Environics:

• Different measurement scales (4 pt vs. 5 pt)

• Finding ‘good’ comparators still problematic


16Kate Johnston


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


17Kate Johnston


Key Take-Aways

• Hire reputable firm to assist

• Ensure firm is flexible

• Allow sufficient time for survey development

• Watch for ‘don’t know’ responses


18Kate Johnston


Key Take-Aways(cont’d)

• CMT benchmarking opportunities may not be immediate

• Other benchmarking vehicles were problematic

• CMT tool offers best potential


19Kate Johnston


Questions & Discussion

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

Documents

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