Research Repository
Building a Public Sector Benchmarking Framework for Citzen Satisfaction Results

A benchmarking framework will enable public service organizations to compare themselves against similar services across governments, and allow them to determine how well they are performing in relation to similar public sector services.

Key Topics: Satisfaction, Service Delivery, Perceptions
Scope: Government

• The results of the Canadian analysis demonstrate that certain public services consistently rate high, while other services consistently rate low. Which raises the question how does one know how good a rating of "good" actually is for a particular "business line" in government?
• The need for a benchmarking centre to permit public organizations to locate comparative Canadian and international data for their particular service.
• To have the Common Measurements Tool marketed to other countries so that truly comparative data can be reliably generated and Canadian benchmarks can be compared with Common Measurements Tool results in other countries.

Statistics: N/A

Strategic Uses: Helpful in the creation of future surveys, and measuring progress of public sector organizations.

Comments: Recommends a number of steps that should be taken in the progression of the CMT and Citizens First reports.