| Overview |
Research Innovations was contracted to conduct qualitative research on how to improve access to the Government of Alberta’s over-the-counter services. Consequently, six focus group discussions were conducted with Albertans who have recently accessed over-the-counter services provided by the Government of Alberta.
Key Topics: Channels, Disabled, Focus Groups, Satisfaction, Seniors, Service Delivery
Scope: Government |
| Key Findings |
Based on the information provided by the focus group participants, we conclude:
- For the most part, Albertans are satisfied with their current access to over-the-counter services. There was general agreement that over-the-counter service could still be improved, providing any improvements do not add to the cost of providing over-the-counter service.
- The preferred option for improving service was the ‘Service Alberta Full-Service Office with Satellite Offices Option”. If this option is implemented, it would have to be cost-effective, and access to a knowledgeable person at the full-service office would need to be ensured.
- What Albertans need most when accessing over-the-counter services is to be able to access reliable information on a specific service and to know where to go for a specific service. It was less important that they be able to go to one place for all the services they need, or to be able to complete a whole service process in one place, even when that process may have several different components.
- Being able to go to one place for all the services needed (one-stop shopping) was a desired option for certain subgroups: disabled persons, seniors, students and people new to the province. This may require co-location of the various levels of government that serve these groups.
- Participants outlined instances where they had difficulty accessing over-the-counter services. By addressing these difficulties, there may be opportunities to improve access.
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| Details |
Statistics:
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A total of 55 people attended 6 focus group discussions in the following locations:
- - 7 Edmonton and area residents – November 21, 6 p.m.
- - 9 Drumheller and area residents – November 25, 6 p.m.
- - 12 Lethbridge and area residents – November 26, 6 p.m.
- - 10 Grande Prairie and area residents – November 26, 6 p.m.
- - 8 Calgary and area residents – November 27, 6 p.m.
- - 9 Whitecourt and area residents – November 27, 6 p.m.
Strategic Uses: N/A
Comments: Each session began with a brief introduction, followed by a discussion of what Government of Alberta over-the-counter services they have recently accessed, where they went to get these services, as well as their satisfaction with the various services provided. Next participants outlined what over-the-counter services they anticipate accessing over the next 6 months. This was followed by a discussion of how access to over-the-counter services might be improved to better meet their needs. Participants then filled out a questionnaire to assess their individual needs when accessing over-the-counter service, followed by a discussion of what was most important to them when accessing over-the-counter services. Participants were then provided with descriptions of six different scenarios or options for providing over-the-counter services in the future, and were asked to select the scenario that would best meet their needs. |
Record Last Updated: 1/24/2004 2:39:39 PM
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