PSSDC/PSCIOC: Report of the Research Committee

Public Sector Service Delivery Council

& PSCIO Council Meetings

St-Sauveur, May 2003

(DRAFT)

PSSDC-PSCIOC Research Committee Members

Art Daniels and Brian Marson (co-chairs) Lois Bain (Ontario) Joan McCalla (Ontario) David Primmer (Manitoba) Guy Gordon (Manitoba) Ardath Paxton Mann (Canada) Mary Ogilvie (New Brunswick) Bette Jo Hughes (BC) Cathy Ladds (Canada) Marie-Josée Martel (CCRA) Nancy MacLellan (Nova Scotia) Frank Mayhood (City of Kamloops) Charles Vincent (Chair, CMT Standards Board) Patrice Dutil (IPAC)

Presentation Outline Projects in Progress:

– Citizens First- Wave 3 (with ICCS)– Taking Care of Business (via ICCS) – Staff-client satisfaction (Service Value Chain) – Governance issues in integrated service delivery (TBS)

Other Projects– Development of research data base– Identifying future research priorities

ICCS and CMT Standards Board– ICCS Progress Report/ICCS Review– New Release of the Expanded CMT

Research Projects by Member Jurisdictions

Research Projects in Progress 1. Citizens First-3

– Report published March 2003 and distributed to partners (Summaries of Report available at Lac Carling)

– Communications plan in place for CF-3– Key findings:

• Citizens’ ratings of public sector service improving;• Citizen expectations continue to rise;• Service identified as an important driver of citizen confidence in

government;• Multi-channel service delivery is exploding;• Important new insights into E-channel service delivery;• New data on citizen satisfaction by service channel;• Confirmation of drivers, service standard expectations, and

citizens’ priorities for service improvement.

Research Projects in Progress 2. Taking Care of Business National Survey

– ICCS developed and circulated a prospectus to partner jurisdictions;

– Twenty federal, provincial and municipal partners have committed funds to the project, including new partners who have not participated before;

– RFP placed on MERX system and 15 good proposals received;

– Committee of Partners selected the Phase 5 Company as the successful bidder

– Research Committee representatives will assist partners and ICCS in the survey design;

– Fielding planned for late summer and Fall

Research Projects in Progress 3. Researching the Service-Value Chain in the

Public Sector– Joint project with HR Committee, led by Research Committee,

approved in Toronto in February 2003– A Working Group has been established, chaired by Guy Gordon of

Manitoba and has met by teleconference. First in-person meeting May 23, 2003, in Ottawa. Includes members from Ontario, NB, Manitoba, Saskatchewan, and Canada (TBS, CCRA, Canada Post).

– A major literature overview paper on the Service Value Chain and drivers of staff satisfaction was commissioned from Dr. Faye Schmidt and has been submitted for review by the Working Group.

– Work Plan next steps: analysis of data contributed by various jurisdictions over the summer to begin identifying drivers of staff satisfaction/commitment as well as staff-client satisfaction links.

– Progress report planned for Fall meeting of PSSDC-PSCIOC

Future Projects:The Service-Value Chain

The Public Sector Service Value Chain

Employee Satisfaction

Employee Satisfaction

Confidence & Trust in

Government

Confidence & Trust in

Government

Client Satisfaction

Client Satisfaction

Drivers:•To be discovered

Drivers:•Timeliness

•Competence•Courtesy•Fairness•Outcome

Drivers:•Service

•Others to be discovered

Research Projects in Progress: 4. ISD-Beyond the Barriers- Issues and Challenges in

Integrated Service Delivery (Initiated by CIO Canada)– Examines integrated service delivery, including the

different models of intra-departmental, inter-departmental, and inter-governmental service delivery, as well as the governance issues and solutions that arise from these horizontal and vertical partnerships.

– Professor Ken Kernaghan of Brock University is the lead researcher.

– Thirty interviews completed with key public sector managers, plus literature review and 10 case ISD studies;

– Interim report to be presented for discussion at Lac Carling PSSDC-PSCIOC meetings.

Work Plan: Future Projects

1. Identifying Forward Research Priorities– Presentation prepared by Brian Marson and

Charles Vincent for Lac Carling, outlining several potential research themes;

– Electronic voting will occur at Lac Carling Plenary;

– Results will be reviewed by Research Committee in designing the forward agenda;

– Timeframe: May 2003

Work Plan: Themes for Plenary Voting at LC-VII

1. Best practice in service satisfaction improvement

2. Market segmentation of service delivery in a multi-channel environment

3. Citizen engagement and e-democracy 4. Third party service delivery 5. Collaborative arrangements in integrated

service delivery 6. Service quality in regulatory and science

agencies

Work Plan: Future Projects 2. Documenting and Communicating

Accumulated Research Findings to PSCIOC-PSSDC Members and the Service Community– The need is to create a data base:

• Listing existing research studies with their main findings;• Listing of main service issues, and the research studies which

inform them;• Establishing for PSSDC-PSSCIOC members a searchable data

base of research findings.

– Proposed Action:• Identify a jurisdiction(s) which will fund the project;• Put the database onto the ICCS website• Timeframe- Summer-Fall 2003

ICCS Progress Report

A Progress Report from ICCS Managers, Nicholas Prychodko and Charles Vincent is attached for review;– Service level agreement with IPAC complete– CF-3 Published– Taking Care of Business underway– CMT data base under construction– Enhanced CMT ready for implementation– ICCS Website being used extensively– Funding needed for benchmarking

The PSSDCC-PSCIOC Committee to review ICCS (Chaired by Lois Bain) will report at the Lac Carling Meetings;

CMT Standards Board Report

A Report from Standards Board on the implementation of upgraded CMT is attached as a separate document.– Field testing of Version 2 of the multi-channel

CMT completed and results were positive;– Version 2 of CMT is recommended for

implementation by the CMT Standards Board

and the Research Committee.

Annex: Research Reports Sponsored by Jurisdictions- New

Brunswick– Customer Satisfaction Survey on ESD Support/E-

mail– Importance of Service Quality Drivers for E-mail

Customers– Real Property Registry Procedures – Satisfaction

Survey– Customer Satisfaction Survey for Virtual

TeleServices Agent Project – Long Haul Trucker Survey – E-Citizen Engagement pilot project with the City of

St. John.– UNB E-Government Research Conference:

• http://198.164.40.138/e-gov/

Annex: Planned Research Reports Sponsored by Jurisdictions- Canada

GOL Internet Panel – Year 2– Refresh/renew panel members – contracting underway (MERX)– Two on-line surveys/one set of on-line focus groups planned for FY 2003/2004– Panel is representative of Canadian Internet Users (4,500+ respondents)

Ekos – Rethinking the Information Highway– Fieldwork this spring – results early summer

Ekos – Rethinking Citizen Engagement– Fieldwork this past winter and spring – preliminary results available

Privacy/Security/Authentication Research– Project planned to provide continued support to epass and other related initiatives

Multi-Channel Marketing/Promotion/Channel Migration – Specific details to be finalised

For more information – contact Ladds.Cathy@tbs-sct.gc.ca

Annex: Completed Research Reports Sponsored by Jurisdictions- Canada

GOL Internet Panel – Year 1 - 3 separate projects

Ipsos-Reid Omnibus Telephone Survey (March 2003)

Ekos-Rethinking the Information Highway (Summer 2002)

Compas – Multi-Channel Service Delivery Focus Groups (Jan. 2003)

Phase 5 – epass, authentication and information sharing (Jan. 2003)

Business Gateway – Transition Cluster Focus Groups (Winter 2003)

Canadians Gateway –Transition Cluster Focus Groups (Winter 2003)

Plus numerous projects undertaken by individual departments, gateways and clusters to support on-going development of the Canada Site and the gateways and clusters