Presented at the Ottawa Public Sector Quality Fair.

2. Ensuring Citizen/Client Satisfaction through Continuous Improvement Professional Development Session 2010 Ottawa Public Sector Quality Fair

4. Citizen/Client Satisfaction A situation that seemed simple and became complicated when you asked for something or service that you really expected. A situation that seemed like it was going to be a mess was handled by a competent, interested person and you were impressed.

5. Citizen/Client Satisfaction Citizen an inhabitant of a city, town, state or country, and as one, is entitled to its privileges or franchises (services and operations)

6. Citizen/Client Satisfaction Client A person or group who receives or uses the services or products of person or an organization.

11. Citizen/Client Satisfaction 5 Factors of Satisfaction Customer Service Approach 4 Customer Requirements

12. Citizen/Client Satisfaction 5 Factors of Satisfaction Customer Service Approach 4 Customer Requirements

14. Citizen/Client Satisfaction Creating opportunities to drive high levels of Citizen satisfaction is NOT just for the person who interacts with the citizen. It is the responsibility of the whole organization.

20. Citizen/Client Satisfaction Thinking doesn’t change the way we act as powerfully as action changes the way we think.

30. JOSEPH COLE Improve-X.com 613.291.2653 [email_address]