This document discusses findings from a survey of New Zealanders on their expectations and satisfaction with public services. Some key points:
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- Areas driving satisfaction include competent staff, meeting expectations, listening skills, and providing a solution-focused and empathetic approach.
- While online services are growing, many still prefer in-person and other channels. A multi-channel approach is needed to meet diverse user needs and preferences.
- Improving website usability and ensuring services are designed with users in mind across all channels could boost satisfaction with public services.
Net Neutrality PPT presentation in MIS 3305 on Oct. 13, 2015. Explanation is needed for various slides. However, this slide show presents an overview of what net neutrality is, how the internet works, how ISPs have throttled content providers data traveling through their networks, and the FCC's ruling over the issue.
Benicia Industrial Gigabit Broadband Project Assessment and PlanStephen Blum
A fiber to the premise plan for the Benicia Industrial Park is kicked off. Steve Blum, president of Tellus Venture Associates, presents an analysis and strategic plan to the Benicia City Council on 2 July 2013.
5 trends shaping council websites in 2016Rodney Gordon
With Council budgets and resources being stretched thinner than ever before, Council leaders must learn how the internet can help them deliver better, more efficient service to their communities.
Drawing on learnings from the most innovative and successful digital Cities in Australia, UK and US - Alex Gelbak (Director Innovation @ Seamless) will share the 5 keys to delivering a brilliant online service experience for your community.
Net Neutrality PPT presentation in MIS 3305 on Oct. 13, 2015. Explanation is needed for various slides. However, this slide show presents an overview of what net neutrality is, how the internet works, how ISPs have throttled content providers data traveling through their networks, and the FCC's ruling over the issue.
Benicia Industrial Gigabit Broadband Project Assessment and PlanStephen Blum
A fiber to the premise plan for the Benicia Industrial Park is kicked off. Steve Blum, president of Tellus Venture Associates, presents an analysis and strategic plan to the Benicia City Council on 2 July 2013.
5 trends shaping council websites in 2016Rodney Gordon
With Council budgets and resources being stretched thinner than ever before, Council leaders must learn how the internet can help them deliver better, more efficient service to their communities.
Drawing on learnings from the most innovative and successful digital Cities in Australia, UK and US - Alex Gelbak (Director Innovation @ Seamless) will share the 5 keys to delivering a brilliant online service experience for your community.
UK Local Government: collaboration, personalisation and online servicesO2 Business UK
Collaboration, personalisation and online services: they're amongst the key digital issues for councils across the UK. Here we explore what's on the agenda for Local Government when it comes to addressing these issues, some of the key insight from the Digital Communities Report, and some examples of how some councils are using digital to innovate and improve citizen engagement.
For more information, please visit: o2.co.uk/localgovernment
CITIZEN-CENTRED SERVICE DELIVERY-Collaboration among federal, state, and local governments for enhancing citizen and business satisfaction with government services
D. BRIAN MARSON
APO International Technical Expert
Co-Founder and Senior Fellow, Institute for Citizen Centred Service
(www,iccs-isac.org)
Colombo, June 2015
Simpler, Clearer, Faster Government ServicesThoughtworks
Paul Shetler is the CEO of the Digital Transformation Office within the Australian Government, and was previously an executive at the UK's highly regarded Government Digital Service.
At ThoughtWorks Live Australia 2016, he shared how he is leading the transformation to simpler, clearer, and faster government services using a user-centred design approach.
In Lawndale, CA, residents and businesses benefit from a diverse range of Internet Service Providers (ISPs), offering high-speed connectivity and tailored packages to meet the community's evolving needs. This overview explores key criteria, leading ISPs, and local initiatives aimed at enhancing internet infrastructure in Lawndale.
Introduction to 'Drive' - a government digital service to allow access to DVLA driver & Vehicle data to enable digital access and administration for all customer facing services where validation of information is required. Presented at the Local Digital Co-Design Day in London on 18 July 2014.
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This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
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Learn how to use Binance Savings to expand your bitcoin holdings. Discover how to maximize your earnings on one of the most reliable cryptocurrency exchange platforms, as well as how to earn interest on your cryptocurrency holdings and the various savings choices available.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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7. Links between the drivers Competent Staff Met Expectations Listen Solution focused Knowledge Empathy Understand Friendly Clear Communication Polite Value for Tax dollars Individual circumstances Kept promises Treated Fairly
8. Expectations - Public vs. Private sector -5 30 35 35 Public services have a more difficult task than the private sector -34 12 42 46 I find the quality of service provided by public services to be higher than the private sector +28 47 35 19 I expect public services to provide a higher level of service quality than the private sector Net score Agree (total) Neutral Disagree (total)
What do New Zealanders think of public services and the people who provide them? Do New Zealanders think we can be trusted? What are their expectations and how well are we meeting them? What sort of services do New Zealanders want now and in the future How do they want to access them?
Looked around the world to see who was doing a particularly good job at improving service delivery to citizens. Canada world leaders: OECD, UN, Accenture Canadians attribute their success to two main things: Rigorous research based programme focused on what citizens want Single minded focus on the things that drive satisfaction
Compare to the American Customer Satisfaction Index 1999 Federal Govt score 68.7 2008 Federal Govt score 68.9 Repeating Kiwis Count in 2009
The service experience met your expectations Staff were competent Staff kept their promises Your were treated fairly You feel your individual circumstances were taken into account It’s an example of good value for tax dollars spent Not all equal, service experience met your expectations is the No. 1 driver
The research also highlighted the significant overlap between drivers. Met expectations strongly related to Competent staff Competent staff tend to keep their promises, take your individual circumstances into account and treat you fairly. When your individual circumstances are taken into account you are more likely to think you have been treated fairly. When all these things happen you are more likely to feel your expectations have been met. And when all of those things happen the service tends to look like a good example of value for your tax dollars.
NZers expect public services to deliver a higher quality of service than the private sector. NZers don’t think public services are delivering a higher quality of service than the private sector. On balance NZers don’t think public services have a more difficult task than the private sector.
We asked NZers to rate some of the non-government services they might have used over the last 12 months. Non-government total is 58% satisfaction Public services total is 62% satisfaction NB: the public services satisfaction total is 62% not 68%. This is because the figures on this slide refer to any service used in the last 12 months whereas the 68% figure is from the one most recent experience.
When you ask if the last time they dealt with us did they trust us to do what is right? More people gave a 5 out of 5, the highest score, than for any of the other scores. The combined total of the 4 + 5 scores is 67%, which goes up to 87% if you include the neutrals.
Overall perception of how trustworthy public services are shows almost half of people sitting on the fence – they don’t distrust us, but neither do they trust us. Largely perceptions based. Strongly influenced by media, anecdotal accounts, stereotypes. Trust may improve over longer period of time as satisfaction with personal experiences improves. However, other factors at play – improving trust remain a challenge.
Most like: Rule-bound, slow, impersonal Least like: Flexible, quick, fun
Donkey/Turtle – stubborn, inflexible, slow Lion/Elephant – large, powerful but also the elephant represents grey and boring Cow/Guard Dog – pretty useful but you wouldn’t want a cow to step on you or a dog to bite you Hermit Crab/Mole/Octopus – hidden, complex, not big on communication Rabbit – inconsistent, erratic Horse/Family Dog – friendly and helpful
Waitaki, General Public, Female Thinking – What can I do to help. How can we make this work. Saying – How can I help you? Feeling – I have been here. Empathy, feeling good about what they can do. North Shore, Asian, Female Thinking – I would like to complete this job effectively and efficiently. I hope I can really help the customer to solver her problem. Saying – How can I help you. Do you think you are satisfied with my job? Feeling – Helping customer satisfied me and made me proud.
Is this some kind of unattainable service delivery Nirvana? Sounds expensive, complex to deliver, logistically impractical? Well the reality is we already have this model of service delivery in NZ right now and have done since 2002 They’re called Heartlands Service Centres.
Interagency approach to bringing govt services back to rural NZ. Heartlands Service Centres are a one-stop-shop where NZers can access face-to-face a range of govt and other related services. Each has a Heartland Services Coordinator based at the Centre 5 days a week to provide an ongoing link between clients and agencies (who only come to town 1-4 days a month) and to assist clients to find an access govt services. If you go to a Heartlands Service Centre: You’re likely get a warm welcome and made to feel at ease. There is a lot of well organised information about govt and other related services. Where there are kitchen facilities a cup of tea will not be far away. People who come to the Centre don’t know what is available, what they need or what questions to ask. A big part of the Coordinator’s job is helping people organise their thoughts and ideas so they can ask the right questions, and feel less awkward when they meet a service representative. Coordinators are generally part of the community they serve and well connected to local people and organisations – they know how to get things done and who to see.
If there wasn’t a Heartlands Centre what would you do? Call the Local Council, MAF, MfE, DoC, the Ministry of Dead Cattle? What kind of response do you think you’d be likely to get? Wendy Earle, being well connected in the community knew to contact the local Federated Farmers rep who was horrified. He in turn contacted the local farmers who he knew and the problem stopped immediately – no more dead cows on the beach.
Most people prefer the channel they are already using Fair to say a reasonable number of people using paper mail would prefer another channel Office 76%, Phone 7%, Website 7% Phone 66%, Office 16%, Website 4% Mail 52%, Phone 16%, Office 12%, Email 12%, Website 4% Website 55%, Office 15%, Phone 15%. Email 13% There are some differences by age groups, younger people have a stronger preference for using online services but it is still a minority preference, most still want to have their service experiences person-to-person.
Government on the Web in 1999 Services delivered via Internet offer significant benefits 24:7 availability Convenient Fast Offer efficiencies and free up funds to be used elsewhere 2005 they concluded agencies made good progress towards meeting the PM’s ambitious target.
National Audit Office report 2007, Government on the Internet: progress in delivering information and services online “ It is obviously confusing to have over 3,000 government sites ” e-Envoy Andrew Pinder Overall quality improved only slightly since 2001: George W Bush took over from Bill Clinton as President September 11 attacks Microsoft launched an exciting new operating system called Windows XP
National Audit Office report 2007, Government on the Internet: progress in delivering information and services online
Improving delivery of public services by designing them around the needs of the citizen customer, not the provider. “ Getting citizens and businesses to accomplish transactions with govt online offers great scope for achieving efficiency savings, by reducing the numbers of local offices needed, the amount of mail and paper-handling involved or the number of call centres needed”
In Canada 2007, Internet use is nearly as prevalent as visits to govt offices or phone. However, use of most channels remained consistent over the last 5 years. The clear implication is that Canadians see the Internet as a complement to not a replacement for other channels. Most Canadians now use more than one channel to access a govt service. In 2007 59% used more than one channel to address their needs up from 50% in 2002. The increase in multi-channel service delivery parallels the increase in Internet use. The majority who use multiple channels switch to a person-to-person channel: They feel the need to discuss their situation, Obtain information about an unusual situation Resolve a problem
Service managers had hoped the Internet would largely replace more expensive traditional channels. The results in Canada show that while Internet use is growing, use of other channels is relatively stable. Investment in the Internet has generally been easier were it is justified by cost savings. The Internet is not replacing other channels. Service managers now need to focus more on channel integration rather than channel migration as it appears that multi-channel usage is here to stay. Talking to NZ service delivery managers they talk about people calling contact centres while looking at the agencies website or other people surfing the web from their mobile phones. In a multi-channel service environment, service managers need to strengthen services across all channels.