| Compassion Project Focus Groups #2 & 3: Citizens |
1/1/2002 |
Author: Wayne Alan Marse Independent Facilitation Services
Sponsor: N/A
Key topics: Awareness, Service Delivery, Citizen-centred, Focus Groups, Privacy
A focus group study conducted with citizens of Nova Scotia discussing the benefits of third party service and duplicity of information within government organizations surrounding death. |
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| Compendium of External Service Standards for the CCRA |
31/03/2002 |
Author: Canada Customs Revenue Agency
Sponsor: CCRA,the Agency Service Standards Steering Committee
Key topics: Standards
This is the second update of the Compendium; it contains, as of March 31, 2002, 36 service standards and 13 under development as well as a qualitative service standard, our first in the area of assisted compliance (Tax Services). Our first update, released as a working document to Committee members and key program contacts, contained 35 service standards and nine standards under development as of March 31, 2001. |
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| Creating Public Value: An Analytical Framework for Public Service Reform |
10/1/2002 |
Author: Gavin Kelly, Stephen Muers. Strategy Unit of U.K. Cabinet Office
Sponsor: N/A
Key topics: Citizen-centred, Satisfaction, Service delivery, Preferences, Trust
A "discussion stimulation" document around the concept of creating public value. "Public value" is seen as a useful way to think about the goals and performance of public policy. Section one introduces the concept. Section two compares it to other standards. Section three outlines the broad dimensions. Section four looks at how sources of public value are currently managed. Section five consists of case studies, and section six lays out potential tools and techniques. |
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| Delivering Effective Services Through Contact Centres |
03/13/2006 |
Author: National Audit Office, Department for Work & Pensions
Sponsor: National Audit Office, Department for Work & Pensions
Key topics: Service Delivery, Standards
This report includes a summary of key facts, provides examples of a typical customer experience and highlights the achievements of the department’s contact centres in recent years. The document also outlines what is working well in its centres and lists areas where more progress is needed. Main areas that are covered include: service delivery, cost-effective management, accessibility and quality of service. In addition, the report provides readers with an overall assessment of the service and includes recommendations for future progress. |
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| Delivering Results Through Quality: The Ontario Public Service Reaps the Benefits of its Quality Service Strategy |
01/01/2002 |
Author: Lois Bain, Mazlin Darsi and Jackie Stothers
Sponsor: Government of Ontario
Key topics: Service Delivery, Standards
This report outlines the Government of Ontario's Quality Service Strategy since its launch three years ago. The document is described as a results-based approach to continuous improvement and looks at the planning, internal and external evaluation, and implementation of Ontario’s Quality Service Strategy. In addition, the report examines the role of customer surveys as well as public sector benchmarking and identifies the importance of the Institute for Citizen-Centred Service’s Common Measurements Tool (CMT). |
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| Driving High Performance in Government: Maximizing the Value of Public Sector Shared Services |
01/01/2005 |
Author: Accenture
Sponsor: Accenture
Key topics: Surveys, Service Delivery, Implementation
Accenture conducted a study across 13 countries and interviewed more than 140 senior executives to collect information on shared services. The report deals with how shared services are viewed, their importance both now and in the future, and asks questions regarding the current rate of usage at all levels of government. The report identifies leading practices associated with the development of a shared services model. In addition, the report highlights experiences, challenges and recommendations from governments and provides a list of leading practices identified by innovators in the field. |
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| e-Business and The City of Whitehorse |
01/08/2000 |
Author: Robert Fendrick, Manager of Information Systems, City of Whitehorse Focus Group Researcher
Sponsor: The City of Whitehorse
Key topics: E-Business, Focus Groups, Internet
This memorandum reports on a focus group session in relation to eBusiness and the City of Whitehorse. Researcher first describes the basic structure of the methodology used to analyze and report on the data collected. Then he discusses his interpretation of what the participants said and the four main categories of the participants’ views that emerged from this focus group session. Next he frames his interpretation of the implications for eBusiness in the City of Whitehorse based on the participants’ views. Researcher concludes that, based on this preliminary focus group encounter, the City of Whitehorse eBusiness demand is strongest for ‘eInformation’ and ‘eServices’ rather than eBusiness in it’s entirety. Lastly, he concludes that the participant organizations in this group are looking for general eBusiness leadership to unite organizations under a single eBusiness banner for the Yukon, support from the City to facilitate efforts, and collaboration opportunities to reduce costs and co-ordinate efforts. |
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| eGovernment Leadership - Realizing the Vision |
4/1/2002 |
Author: Accenture
Sponsor: Accenture
Key topics: Internet, Technology, Service Delivery, Security, Privacy
Accenture researchers in each of the 23 selected countries turned to the Internet in an attempt to fulfill service needs that might typically be provided by a national government. They accessed and assessed the websites of national government agencies to determine the quality and maturity of services, and the level at which business can be conducted electronically with government. |
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| EIBC Products Evaluation Study - Qualitative Phase |
12/21/2001 |
Author: Ekos Research Associates Inc.
Sponsor: Strategic Policy Communications, HRDC
Key topics: Service delivery, Satisfaction, Preferences, Focus Groups, Employment, Perceptions
A focus group study examining the attitudes and expectations of EI clients with respect to service delivery. Excellent anecdotal commentary and expression of real citizen expectations and concerns in regards to service delivery. |
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| EIBC Products Evaluation Study - Quantitative Phase |
3/1/2002 |
Author: EKOS Research Associates, Inc.
Sponsor: Strategic Policy Communications (HRDC)
Key topics: Satisfaction, Channel, Preferences, Expectations, Usage, Technology, Internet, Employment
An extensive quantitative study that looks at the use of EI services and benefits. Survey questionnaire is very similar to that of the "Rethinking the Information Highway" study, but redesigned with an EI focus. Questions surround attitudes, expectations and perceptions of interactions with EI, channel preferences and usage, and Internet/technology adoption. |
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