Measure and Benchmark
Excellent service delivery experience and improving satisfaction of those who use your government services makes good business sense.
Here’s why - it helps you to:
- increase trust in your organization
- find cost-saving measures by better utilizing all service channels
- improve the channels citizens prefer, which will foster better engagement with your programs and services, and more
- ensure that your target audience benefits from your programs and services
- improve your clients’ overall service experience
- improve internal operations
How do you make this happen?
Online access at your fingertips, to:
- get analysis on what you’re doing well and areas needing improvement
- understand client satisfaction on a wide variety of service delivery channels and elements
- compare your survey results to those of your peers
- learn about your performance
- identify the key service satisfaction drivers and gaps
Measure - why it works
It is important to know the level of satisfaction citizens experience when accessing your programs and services. The Common Measurements Tool (CMT) offers a quick, easy-to-use and cost-effective solution that can track client experience over time, zero in on existing and emerging issues, and be used to suggest specific solutions. Its benefits include:
- the most recent research findings, including the key drivers of client satisfaction identified through the Citizens First and Business First research
- captures feedback on key dimensions of the client service experience in a multi-channel service delivery environment
- public-sector decision-makers further understand client expectations, assess levels of satisfaction, and identify priorities for improvement
- compares their results against peer organizations, identify best practices and share lessons learned via Citizen First Analytics, our data benchmarking service
Benchmark - why it works
Conduct survey research and in-depth analysis of the results will help you to:
- measure the performance of your public sector organization and programs and compare it with that of others through benchmarking
- assess your progress and identify priorities for further improvement
- identify and implement good practices
- understand client expectations
- discover performance improvements
