| Employment Insurance - 2001 Monitoring and Assessment Report |
3/28/2002 |
Author: Canada Employment Insurance Commission
Sponsor: N/A
Key topics: Employment, Service Delivery, Usage
Annual Report detailing EI performance, including claims and payments. Contains a detailed breakdown by region, type of activity, percentage change (year-over-year and trend), successes, etc. "Chapter 4: Program Administration" overviews delivery. |
|
|
| Employment Programs Branch: Client Satisfaction |
3/1/2002 |
Author: Compas Inc.
Sponsor: HRDC
Key topics: Channels, Citizen-centred, Employment, Satisfaction
Client satisfaction survey of the Employment Programs Branch (EPB) of HRDC. Focused on clients using the following services: targeted wage subsidy, job creation partnerships, skills development, and employment counseling. |
|
|
| Employment Programs Branch: Overview of Service Delivery Project (PP) |
11/14/2002 |
Author: Employment Programs Branch (Internal)
Sponsor: EPB
Key topics: Employment, Service Delivery
An introduction to the strategic overview of the EPB, including Service Delivery Environment and Employment Delivery Structures. Outlines organizational structure and department programs. |
|
|
| Evaluation of HRDC's Quality of Service: Point Form Outline on ISPs |
3/21/2002 |
Author: Goss Gilroy Inc., Compas Inc.
Sponsor: Evaluation and Data Development (HRDC)
Key topics: Satisfaction, Channel, Usage, Expectations, Seniors
A detailed analysis of the ISP clients survey results, particularly in relation to satisfaction. Includes a list of 2002/3 initiatives for in-person, contact centre, and web delivery channels. |
|
|
| Evaluation of Quality of Service for Employment Insurance Branch, HRDC |
2/27/2002 |
Author: Goss Gilroy Inc., Compas Inc.
Sponsor: Evaluation and Data Development (HRDC)
Key topics: Satisfaction, Preferences, Citizen-centred, Channel, Employment, Awareness
A detailed analysis of the EI clients survey results, particularly in relation to satisfaction drivers. Includes a list of 2002/3 initiatives for in-person, contact centre, and web delivery channels. |
|
|
| Evaluation of the OAS/CPP Tax Mailout |
3/23/2003 |
Author: EKOS Research Associates Inc.
Sponsor: HRDC – Strategic Policy Communications
Key topics: Awareness, Disabled, Focus Groups, Seniors
Second evaluation study conducted on an information insert for HRDC clients that was included in the 2002 T-4 income tax slip. The goal of this study is to measure recall and levels of awareness and knowledge among CPP, OAS, and CPP disability recipients on a variety of pension related topics. |
|
|
| Framework for Alternative Program Delivery |
1/1/1995 |
Author: Dick de Jong, Treasury Board Secretariat
Sponsor: N/A
Key topics: Service Delivery, Citizen-centred
The purpose of this framework is to create a more flexible and innovative program delivery environment, and to help the federal government deliver affordable, accessible and responsive services. |
|
|
| Good Practices in Citizen-Centred Service |
3/1/1999 |
Author: D. Marie Blythe; D. Brian Marson
Sponsor: Client-Centred Service Network, (CCMD)
Key topics: Citizen-centred, Service Delivery, Satisfaction
A description of good practices in citizen-centred service selected based on the service gap model, geography, jurisdiction, organization type, business line, and evidence of good practice. Twenty-six case studies in total. |
|
|
| Government of Yukon: E-commerce Policy, Strategy and Action Plan |
|
Author: Malloch Graham + Associates Management Consultants
Sponsor: Government of Yukon
Key topics: Citizen-centred, E-Business, Internet
The proposed policy for e-commerce in the Yukon addresses the role of government in achieving the objectives and sets out some principles regarding inclusion, consultation, focus, and strategy. It also addresses the government’s own web presence. It is a statement of what Yukon government needs to do in regard to the development of e-commerce in the Yukon. |
|
|
| Government Services Delivery (PowerPoint) |
8/7/2002 |
Author: Ekos Research Associates Inc.
Sponsor: HRDC
Key topics: Expectations, Privacy, Security, Channels, Trust, Preferences
A PowerPoint presentation from Ekos Associates Inc. on government service delivery; covering: methodology, service delivery, privacy landscapes, service channels, expectations, and outlooks. |
|
|
