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Table 19: Client-Centred Service (Formerly Service Improvement)
PWGSC primarily provides internal government services with some selected external citizen-centred services. We demonstrate value for money to taxpayers by continuously meeting the evolving needs of our clients.
Client satisfaction surveys help us identify areas to improve service delivery. The department has developed a Client Data Integration Plus (CDIPlus) system, a client relationship management tool to track key client issues and create a central repository of client information. Business lines are collecting client satisfaction surveys. The services directly to Canadians with fees can be found in User Fee Tables 9-1 and 9-2.
The Receiver General’s year-end national survey indicated that client satisfaction has declined 13% (to 81%) from the 94% attained the previous year. The branch also completed the centralization of the retirement planning information sessions in addition to the already centralized Division of Pension Benefits and Pension Transfers. The level of client satisfaction for these services has increased from 66% to an average of 79%.
Consulting, Information and Shared Services had client satisfaction ratings for communications services ranging from 77% to 97%. The 2006-2007 client satisfaction survey found 90% of Canada Pavilion visitors increased their awareness of government services available to them while 81% received information that might otherwise have been difficult to find. Other client satisfaction results included: Canada Gazette 97%, Crown Copyright and Licensing 93%, Publishing 77%, Depository Services 79%, Public Opinion Research and Advertising Coordination 80%.
Government Consulting Services had a client satisfaction rate of 91%, surpassing its target of 85%.
Audit Services Canada had an overall client satisfaction rate of 92%, due, in part, to the quality assurance support of the newly established Professional Practices Group.
The Translation Bureau undertook an independent client satisfaction survey that found 84% of clients were satisfied with translation services and 94% with interpretation services.
Real Property launched its National Project Management System (NPMS) to improve service delivery and increase client satisfaction. The NPMS provides the methodology, web-based tools, and project governance structure, as well as enhanced client and quality management focus, to deliver projects on time, on budget and within their defined scope. A performance measurement and assessment framework to improve project management is also an integral part of the NPMS.
The Office of Greening Government Operations (OGGO) worked with Real Property to integrate its client satisfaction survey into the department-wide client satisfaction survey and monitoring process. This will help assess the quality, timeliness and affordability of all OGGO services.
Acquisitions focused on the transformation of its procurement processes working towards a centralized client service model. As a result, its client consultancy survey will take place in 2007-2008.
ITS implemented a client centered external service delivery strategy through its Services Management Improvement Program (SMIP) to measure the effectiveness of service delivery, the results of which were used to improve processes and, where appropriate, move clients to lower cost solutions.
