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Table 14: Client-Centred Service

1. Client satisfaction is periodically assessed using the Common Measurements Tool and the results are acted upon.

Service Canada Client satisfaction was assessed through a Client Satisfaction Survey conducted in 2006. Results of that survey were analysed and acted upon. The results found that clients were generally satisfied with the overall quality of service received from Service Canada. In total, 84% expressed satisfaction with the service received during the previous six months, with more than half (55%) saying they were very satisfied (5-point scale: 5 = very satisfied; 1 = very dissatisfied). This translates into an index score of 82.75 out of 100, using the Common Measurements Tool index. Moreover, satisfaction tended to be widespread across different programsand services, channels, client segments, regions, and demographic groups. That said, satisfaction was somewhat lower among the Employment Insurance, the Employment Programs and the Canada Pension Plan Disability clients, and Aboriginal Canadians and persons with disabilities.

The main differences in satisfaction tended to be in the intensity or degree, as opposed to the level of satisfaction (i.e. those who were very satisfied vs. those moderately satisfied). Differences in expressions of strong satisfaction tended to be quite wide across programs and services (43-71%) and service channels (37-74%). In addition, expressions of strong satisfaction varied by number of channels used and number of contacts made. The proportion very satisfied dropped by 14% when three or more service channels were used (compared to one only), and by 10% when more than four contacts were made (compared to one contact only).

Underscoring satisfaction with the overall quality of service, over two-thirds offered positive assessments for each of 15 different aspects of service delivery (i.e. timeliness, responsiveness, fairness, etc.). Moreover, most areas were assessed positively by more than three-quarters of surveyed clients, and positive assessments were much more likely to be strong than moderate for each aspect of service.

Multivariate analysis revealed three main service dimensions as drivers of overall satisfaction: staff quality, information quality, and access/speed (i.e. accessibility and timeliness). Staff quality and information quality were the most important service dimensions, and were almost equally important. That said, the analysis also revealed different key drivers of satisfaction for different programs/ services and client segments. In terms of programs/services:

• Quality of staff was dominant for the Canada Pension Plan Disability, the Employment Programs and the Social Insurance Numbers clients.
• Quality of staff was also important for the Employment Insurance and 1 800 O-Canada clients, but the other two factors were also relevant.
• Quality of staff and information quality were of similar importance for the Old Age Security clients, while access-speed was not significant.
• Information quality and access-speed were key for Passport clients.
• Information quality was the only significant factor for the Guaranteed Income Supplement and the Canada Pension Plan clients.

In terms of client segments:

• Quality of staff was the critical factor for the most vulnerable groups served - visible minorities, persons with disabilities, Aboriginal Canadians, and new Canadians.
• Quality of staff had the strongest impact for working-age Canadians, but the other two factors were still significant.
• All three factors were similar in importance for youth and seniors.

While relatively few surveyed clients experienced problems with the service they received during the previous six months (13%), the likelihood of encountering problems tended to be uneven across programs and services, with those making contact regarding the Employment Programs, the Employment Insurance, and the Guaranteed Income Supplement, most likely to have encountered problems (16-18%). The likelihood of experiencing service-related problems also increased noticeably with the number of channels used (from 10% of those who used one channel to 23% of those who used three or more) and the number of contacts with Service Canada (from 7% of those with one contact to 23% of those who had more than 10 contacts).

The problems experienced by clients tended to fall into three categories: issues related to information quality (35%), timeliness of service (34%), and access to service (31%). In terms of the way such problems were handled, there was a relatively high level of dissatisfaction, with 41% expressing dissatisfaction, and over one-quarter being very dissatisfied (only 27% expressed satisfaction, with almost the same number neither satisfied nor dissatisfied.

2. Service standards are set, performance in meeting service standards is periodically assessed, and the results are acted upon.

The Service Canada service standards are the nine points of reference against which we assess our performance in relation to our service commitments (see number 1 in table below). Our achievements against the standards are monitored internally on a monthly or quarterly basis by the Service Canada Management Board and corrective measures are taken by accountable executive were necessary.

3. Service standards, performance against service standards, and the results of client satisfaction measurement are communicated to clients.

A public scorecard listing the performance indicators relating to the service standards and their measures provide annual results and is published in the Service Canada Annual Report. This is available at the following Internet address: http://www.servicecanada.gc.ca/en/about/publications.shtml

(1) Service Standard	(2) Service Standards Type	(3) Performance against Service Standards	(4) Client Satisfaction Scores	(5) Common Measurements Tool Used (Y/N)	(6) Responding to Results	(7) Planning to address missing elements
We provide service in the communities where you live	ACCESS	95.1% of Canadians have access to services within 50km of where they live through a total of 587 Service Canada points of Service	N/A	Y	Y	N/A
We provide more convenient and extended hours of service	ACCESS	The 1 800 O-Canada call centre agents provide service from 8: 00 a.m. to 8: 00 p.m., Monday to Friday and 85% of general calls are answered by an agent within 18 seconds.	N/A	Y	Y	N/A
		58.5% of calls sent to a specialized call centre (Canada Pension Plan, Old Age Security, Employment Insurance or CSLP) are answered by an agent within 180 seconds	N/A	Y	Y	N/A
		Our Service Canada Centres are open for business from 8: 30 a.m. to 4: 00 p.m., Monday to Friday, and we have extended our hours of service in 53 points of service.	N/A	Y	Y	N/A
		Day or night, Canadians can find the information they need on government programs and services at servicecanada.gc.ca. Our website was available 99.3% of the time for information and transactions	N/A	Y	Y	N/A
We provide service in the official language of your choice - English or French.	ACCESS	We provide service in English and French by phone, on the web and in person. Where there was a need, we have established 33 points of service for Official Language Minority Community Groups.	N/A	Y	Y	N/A
		A total of 23 Official Language complaints were received at the Office of the Commissioner of Official Languages.	N/A	Y	Y	N/A
Recognizing the diversity of Canada, we are extending our reach to multilingual communities.	ACCESS	We provide information on our programs and services in 7 Aboriginal languages/dialects and in 12 foreign languages in 7 printed fact sheets/publications	N/A	Y	Y	N/A
Our services are accessible to people with disabilities	ACCESS	We made 35 Service Canada Centres more accessible to people with disabilities by installing client access workstation adapted to people with disabilities	N/A	Y	Y	N/A
		We published the 11 most-used forms online in formats accessible to people with disabilities.	N/A	Y	Y	N/A
		We received 388 calls through our teletypewriter (TTY) service at 1 800 926-9105.	N/A	Y	Y	N/A
Our employees are knowledgeable and helpful, and will make sure you get what you need.	QUALITY	1,163 service delivery agents completed Phase I of the Service Excellence Certificate Program to guide you to the full range of government services and benefits relevant to you.	N/A	Y	Y	N/A
		We are committed to surveying our client satisfaction levels. A client satisfaction survey was conducted were 84% expressed satisfaction with the overall quality of service received with more than 55% saying they were "very" satisfied.	SEE (3)	Y	Y	Y
We let you know when you should expect a decision on entitlement to services or benefits, and if you qualify, when your first payment will arrive.	TIMELINESS (Expedient Delivery)	65.6% of the time, we notify you within seven days of receipt of your Canada Pension Plan, Old Aage Security and Employment Insurance applications.	N/A	Y	Y	Y
		92.8% of Canada Pension Plan retirement benefit payment or non-payment notification are issued within first month of entitlement	N/A	Y	Y	N/A
		79.7% of Employment Insurance benefit payment or non-payment notification are issued within 28 days of filing	N/A	Y	Y	N/A
		94.1% of Old Age Security basic benefit payment or non-payment notification issued within first month of entitlement	N/A	Y	Y	N/A
		67% of Social Insurance Nunbers are now issued in person using Rapid Access	N/A	Y	Y	N/A
		80% of pleasure craft licenses are issued in one visit	N/A	Y	Y	N/A
We want your views on how well we are serving you	CLIENT SATISFACTION	To help improve and expand on our service offerings, we conducted 4 citizen consultations exercise to engage and involve citizens. The Office for Client Satisfaction received 1,959 formal pieces of feedback during the year (179 suggestions, 306 compliments, 730 complaints and 779 referrals of feedback to other departments). 99.9% of calls from individuals were returned within 24 hours (excepting weekends and holidays) and 100% of inquiries were replied within seven working days.	N/A	Y	Y	N/A
We report on our results		Published the 2005-2006 Annual Report to share progress of accomplishments during Service Canada's first year.	N/A	Y	Y	N/A
		The Office for Client Satisfaction developed a report on its annual feedback and findings.	N/A	Y	Y	N/A

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