Leveraging the power of citizen engagement to dramatically improve customer service, agency focus and cost efficiency.
Does Citizen Engagement Start From Within?
May 25, 2010 at 5:37 pm #101264
Since I started blogging, I’ve been trying to focus on making performance management practical. I wrote some months ago about the what Fortune magazine called “The World’s Most Modern Management Idea”
when companies implemented policies that focused on staff satisfaction,
after research linked happy employees to investor profits. This is
known as the service value chain and it looks like this:
Staff Satisfaction Client Satisfaction Bottom Line Profit
Well, it turns out the same is true in the public sector. There is, in fact, a public service value chain that links engaged employees to better services to improved confidence in the public service, which basically looks like this:
Staff Satisfaction Client Satisfaction Citizen Trust & Confidence in Government
First hypothesized in Canada by Ralph Heintzman and Brian Marson, a number of studies have since confirmed and added to their initial research. Confirmation of this link has obvious implications for Public Service Renewal, and just goes to show
how everything in the Management Accountability Framework (MAF) are
intrinsically linked. The MAF is the balanced scorecard approach to
evaluating public sector management competencies for each department.
According to research by the Institute for Citizen-Centric Services (ICCS) in Toronto, these five service drivers account for about 75% of
satisfaction among individuals for person-to-person service encounters:
- Courtesy and extra mile, and
So, when designing services, and the performance measurement framework that goes with them, consider and measure these factors. And
if you want to improve your client satisfaction scores, keep in mind
that increasing engagement amongst your staff is likely to improve
For more research on eGovernment (definition) see ICCS’ research repository or the Australian eGov Resource Centre’s repository which they claim is the best place to find worldwide examples of eGovernment initiatives and research.
Modified & reposted from: http://usability4government.wordpress.com/2010/04/19/public-service…
June 2, 2010 at 2:06 am #101266
It is common (or perhaps uncommon) business sense to treat all employees as “internal” customers rather than just as “human” resources or capital per se. Satisfied customers usually generate more satisfied customers, both directly and indirectly. HCL’s Employee First initiative reveals how innovation can also apply to organization systems as well.
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