Subscription to Service

To support CMT users, the ICCS maintains an anonymous benchmarking database. Upon request, the ICCS will provide CMT users with a customized benchmarking report, so users can quantitatively gauge how their results rank against those of peer organizations. Within the report, the organization’s results will be benchmarked against up to three different benchmarking groups, the criteria of which are discussed in collaboration with the ICCS. Canadian public sector organizations can compare themselves against similar jurisdictions, organizations with a similar area of service or client group, or a similar scope of work (for example, single-window service organizations).

The benchmarking service is in place in order to facilitate shared learning. While the service remains anonymous, the ICCS acts as an intermediary, bringing together organizations with similar interests to promote the sharing of knowledge and experiences.

What does the benchmarking report include?

• Question Summary
• Question-by-Question Results
• Benchmarking Results
• Identifying Priorities for Service Improvements
• Survey Information
  

Question Summary
The benchmarking report begins with a summary of overall results, which allows users to benchmark their service at a glance. The score provided is an overall average out of five. This section is very useful because it provides users with a summary of results for each benchmarking group in a quick and easy-to-read table.

Question-by-Question Results
For users that require more in-depth statistical information, the benchmarking report also provides detailed analysis of question-by-question results. A breakdown by response for each question for the organization is included, along with a choice of horizontal bar or pie chart to view the results graphically. While the percent and count for each response are also provided, the chart allows for a quick visual analysis of results. At a glance, users are able to gauge how well their organization is scoring in a particular area of service delivery.

For users that require additional statistical information, the report also has the option of calculating more in-depth analysis, such as standard deviation and variance.

Benchmarking Results
The most important feature of the report is the benchmarking capability. The ICCS Benchmarking Report is able to compare users’ results against three distinct user-defined benchmarking groups, all within the same report. Users are able to compare their results with other organizations within the same jurisdiction, service area, client group, or scope of service delivery. Since the nature of the benchmarking database is to preserve anonymity, organizations are assigned a unique ID. In the case of organizations submitting multiple surveys, individual surveys are also assigned a unique ID. This feature also allows for internal benchmarking within the same organization, which is especially useful for identifying trends in annual surveys.

Identifying Priorities for Service Improvements
A key feature of the CMT is that questions are paired with both a satisfaction and importance component. Respondents are asked how satisfied they are with a particular aspect of service delivery, as well as how important this aspect is to them.

This allows users to identify service areas of immediate concern. For example, if timeliness scored high in importance, but low in satisfaction, users may be alerted to an area of high-priority service improvement. In order to pinpoint these areas, the benchmarking report includes a section that helps to identify areas for service improvements. The benchmarking report graphically depicts the difference in the satisfaction and importance scores, calculating the Performance/Improvement Gap. A lower score (more negative) indicates that there may be room for service improvement.

The benchmarking report also has the option of displaying the Performance/ Improvement score in a quadrant analysis matrix.

A summary of the benchmarking groups is also included.

For more information regarding the CMT Benchmarking report, or to request a report, please contact the ICCS at info@iccs-isac.org