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CMT Case Studies
Using the CMT to move from research to results

PDF CMT Case Studies - Download

CMT Case Studies: Using the CMT to move from research to results outlines the range of applications of the Common Measurements Tool (CMT) which is being used to identify drivers of satisfaction specific to each service area, measure satisfaction among various client types, provide information that can be used in both strategic and operational planning as well as enable benchmarking with peer organizations. The case studies based on experiences of three organizations serve to illustrate not just how the CMT can be implemented in various service delivery environments, but also how the results can translate into better service and, consequently, higher satisfaction ratings.

New Zealand’s Ministry of Justice Research Report: Understanding our Court Users: Court User Survey 2010

PDF Understanding our Court Users - Download

The study commissioned by the Ministry of Justice in New Zealand offers new and interesting insights into client experience. In June and July 2010, court users were interviewed at several court sites to provide feedback on various aspects of frontline service delivery in the New Zealand court system. The survey included CMT questions whose use, endorsed by the New Zealand State Services Commission, allowed for comparisons with other government agencies in New Zealand. The findings indicate that the levels of satisfaction are high overall, but vary by type of user. In addition, the research results identify drivers of satisfaction and priorities for improvement as well as provide for interesting comparisons with similar surveys conducted in other jurisdictions.   

The Conference Board of Canada
Centre for Public Sector Service Delivery: Case Study – July 2009

PDF CPSSD Case Study 1 – Measuring Progress at the RCMP - Download

The case study published by the Conference Board of Canada discusses the use of measurement and performance management tools by the Royal Canadian Mounted Police (RCMP) between 2001 and 2009. This comprehensive overview provides an account of how the CMT can be used effectively in conjunction with other instruments such as Balanced Scorecard and RCMP Dashboard to inform strategic planning. The study discusses the challenges that were encountered in the process and the ways in which they were overcome as well as offers insights for other public sector organizations looking to adopt new approaches to measurement.