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The Customer is Always Right - Service Ontario Webcast

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Paper presented by Richard Steele, Assistant Deputy Minister, Service Ontario, at the Serve You Right Conference, Melbourne, September 2011.

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The Customer is Always Right - Service Ontario Webcast

  1. 1. The Customer is Always Right ServiceOntario Webcast “ Serve You Right” Summit Government of Victoria, Australia September 15, 2011
  2. 3. Our discussion today <ul><li>Our transition </li></ul><ul><li>Where we are now </li></ul><ul><li>It’s all about the customer </li></ul><ul><li>Engaged to perform </li></ul><ul><li>Lessons learned </li></ul><ul><li>Looking ahead </li></ul><ul><li>Conclusion and Q&A </li></ul>
  3. 4. Building a service organization… <ul><li>In 2006, Cabinet gave ServiceOntario a mandate to transform and modernize government services for individuals and business </li></ul><ul><li>ServiceOntario has transferred over 60 services and 1,100 staff from ministries, Today, ServiceOntario offers 80 services through 1,000+ touch points (i.e. ServiceOntario Centres, libraries, kiosks, Land Registry Offices and more) </li></ul><ul><li>A comprehensive customer care model , service standards , money back guarantees , a consistent brand , and a values-based service culture has increased overall customer satisfaction from 61% (2008) to 91% (March 2010) </li></ul><ul><li>The ServiceOntario solution has been built upon a series of investments to streamline and improve government services through Taking the Lead initiative and by playing a large role in the Open for Business strategy to streamline government to business interactions </li></ul>
  4. 5. Vision decisions <ul><li>Enterprise Standards OR </li></ul><ul><li>Mandate OR </li></ul><ul><li>Ministry Migration OR </li></ul><ul><li>Bold Strokes OR </li></ul><ul><li>Improving Service OR </li></ul><ul><li>Centralized Service? </li></ul><ul><li>Volunteer? </li></ul><ul><li>Delivery Channels? </li></ul><ul><li>Slow March? </li></ul><ul><li>Cost Savings? </li></ul>
  5. 6. It’s all about the customer
  6. 7. Institute of Citizen-Centred Services <ul><li>Mission to promote high levels of citizen satisfaction with public sector service delivery </li></ul><ul><li>Taking Care of Business survey was started in 2003 to identify factors that drive satisfaction among business clients </li></ul><ul><li>Results of latest TCB survey: </li></ul><ul><ul><ul><li>Modest decline in overall satisfaction but improved service delivery </li></ul></ul></ul><ul><ul><ul><li>Web-based solutions becoming more acceptable to business </li></ul></ul></ul><ul><ul><ul><li>Respondents had a high overall level of satisfaction with In Person service, an increase since 2007 survey </li></ul></ul></ul>
  7. 8. Tweet, Tweet
  8. 9. Simple, seamless, personalized service <ul><li>Customer Service Standards </li></ul><ul><li>Customer research </li></ul><ul><li>Internal surveys </li></ul><ul><li>Twitter </li></ul><ul><li>First government money-back guarantees in North America </li></ul>
  9. 10. Service value chain Increase Employee Engagement Increase Confidence & Trust in Public Institutions *Citizens First 3, ICCS Improve Organizational Performance Improve Citizen Satisfaction
  10. 11. Service principles Caring Accountable Responsive Reliable
  11. 12. Our 6 key priorities
  12. 13. High performance organization <ul><ul><li>Annual staff engagement sessions </li></ul></ul><ul><ul><li>Staff Action Teams </li></ul></ul><ul><ul><li>‘ Breakfast with Bob’ </li></ul></ul><ul><ul><li>Quarterly Employee surveys </li></ul></ul><ul><ul><li>Manager workshops on coaching and employee recognition </li></ul></ul><ul><ul><li>Workplace Diversity Change Agent Groups </li></ul></ul><ul><ul><li>Common Management Accountabilities </li></ul></ul><ul><ul><li>Credible Commitment to Employee Development </li></ul></ul>Highly skilled and energized people with superior team attitudes and desire to achieve results
  13. 14. Lead Support Inform Motivate Engage Employee engagement
  14. 15. Service Guarantees First of their kind in North America Meet our guarantees 99.8%
  15. 18. <ul><li>Used online </li></ul><ul><li>by 90% of parents </li></ul>Newborn Registration Service <ul><li>Simultaneous registration of: </li></ul><ul><ul><li>Birth </li></ul></ul><ul><ul><li>Application for birth certificate </li></ul></ul><ul><ul><li>Federal Social Insurance number </li></ul></ul><ul><ul><li>Child tax benefits </li></ul></ul>
  16. 19. Cost Per Transaction Customer Satisfaction
  17. 20. What they told us … <ul><li>“ I had a very pleasant and speedy experience. I … was greeted by a very nice lady who checked over my paperwork and gave me a service number … within five minutes my number was called. Within another 5 minutes I had completed my transactions, including two photos, and was on my way.” </li></ul><ul><li>“ I was impressed with the exceptional courtesy … Keep up the good work!” </li></ul><ul><li>“ The staff were extremely friendly and proactive. I was in and out of the location in 20 minutes with a new licence, health card and registration stickers - on a busy Saturday morning!” </li></ul><ul><li>“… the person meeting customers at the door did a great job of telling us how to get ready with our forms to speed up the job.” </li></ul><ul><li>“ I was served within a minute of my arrival, the next good thing was the woman that served me asked if I had renewed my driver's Licence … Well within a few minutes I had renewed all 3 things…” </li></ul><ul><li>“ Much to my surprise, they also had a “greeter” or reception person there to preview your paperwork and documents to ensure that everything was correct prior to you going to the service counter. What a great idea.” </li></ul>
  18. 22. Lessons learned
  19. 23. Looking ahead … <ul><li>Ontario government has ordered service delivery review </li></ul><ul><li>We are exploring more partnerships with federal, municipal governments </li></ul><ul><li>We could deliver front-line services for other governments, or they could deliver services for us </li></ul><ul><li>Private sector partnerships studied </li></ul>
  20. 25. Contact Details <ul><li>Richard Steele </li></ul><ul><li>Assistant Deputy Minister </li></ul><ul><li>ServiceOntario </li></ul><ul><li>Telephone: 416-325-8804 </li></ul><ul><li>Email: [email_address] </li></ul><ul><li>ServiceOntario </li></ul><ul><li>Visit us at: www.ServiceOntario.ca </li></ul>