Discovering two British Cabinet Office documents by chance when all the furore about National Indicator 14 (avoidable contact) was going on, I started to wonder why we weren’t paying further homage to activities in recent years in Canada. The structure over there is slightly different with federal and provincial governments but the Canadians have been at the forefront of e-government, from a customer perspective, for years.
So whilst we have two new documents:
How to measure customer satisfaction: A toolkit for improving the customer experience in public services
Promoting Customer Satisfaction: Guidance on improving the customer experience in Public Services
The Canadians produced:
Client Satisfaction Surveying: Common Measurements Tool
Client Satisfaction Surveying: A Managers Guide
In the late 1990’s and the Institute for Citizen-Centred Service (ICCS), which has taken over the Citizen-Centred Service Network from the Canadian Centre for Management Development has a library of publications for download or purchase. All the documents mentioned above are probably best sourced by ‘googling’ for them but in the case of the Canadian ones it is perhaps due to their age, the ICCS having a number of other documents available.
I must admit that Cabinet Office guidance does refer critically to the Canadian CMT and states that Suffolk Customer Service Direct is using it, however in the model I am suggesting, granularity is kept to a minimum and equates to the CMT Outcome, since I am looking for a straightforward view across all channels.
C’est la vie?
Now I am having one of those deja vous moments again!