PUBLIC SERVICE DELIVERY

WHAT IS IT? HWO SHOULD IT BE DELIVERED? HOW IS IT MANAGED?

Definition Public Services Delivery

Public Service is a service provided by the government to people living within its jurisdiction, either directly or by financing private provision of service

Public

Service delivery, refers to those activities of government institutions aimed at

satisfying the need and ensuring the well being of society []

Example: enforcing laws, regulations and directives of

the government, education, health, public transport etc.

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Examples Include Police, justice and court services Health services Education Transportation Infrastructure Communication Power supply Water supply etc

Elements of Public service delivery

Identify & understand customers

Customers service strategy

Recruit the right people

Service standards

Shape policy and practice with customers

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What are the fundamental elements of effective public service?

Identify and understand your customers Seek direct feedback from your customers by asking them what they need, want and expect, so that you can obtain an understanding of their priorities. After identifying service improvements that can be reasonably provided, ensure they are in line with customer expectations. Expectations should be openly discussed and managed. Build a customer service strategy An effective customer service strategy puts the customer at the centre of the business and its corporate-planning process. A customer service strategy consists of a vision, an action plan, an implementation plan and the measurement of improvement. Recruit and manage the right people Employ the right people/merit based and reward accordingly.

What are the fundamental elements of effective customer service?

Service standards Service standards clearly outline the level of service a customer can expect when dealing with an agency or service provider. They are measurable indicators or levels that are agreed upon to ensure that products or services are of the desired quality. Standards may measure the outcome of the service or the process of giving the service. Service standards should be communicated to internal and external customers. Shape policy and practice with the help of your customers Public sector policies and practices should be developed through consultation with our many community and stakeholder groups. The expertise and opinion of our customers, commercial enterprises and the not-for-profit sector is to be valued and should not be ignored.

Ethiopian civil service under change In line with these, changes are going on in the civil service now and again; here and there; Accordingly; the Ethiopian civil service has undergone a civil service reform program The Top Management System Human Resource Management System Reform Expenditure Management Reform Civil Service Ethics Reform Civil service Delivery reform
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Why Should Citizen-Centered Service Be Important to Me?

A research indicates that while citizens believe government has a more difficult task than the private sector, the vast majority still expect service that is as good as or better than that provided by the private sector. This is a challenge that public servants. Government service delivery should be citizen-centered for at least three reasons: It should be conceived and executed from the outside-innot inside-outwith the needs, perspectives and satisfaction of citizens foremost in mind. Many of the clients of government are involuntary clients, whose service relationship with government derives from their obligations as citizens, or from the rights of other citizens. Those who deliver government services should always bear in mind that the quality of government service delivery can and should contribute to strengthen democratic citizenship, and the bonds of confidence and trust between citizens, and between citizens and their democratic governments.

Citizen-centered Service Delivery

Citizen-Centered Service means describes the service improvement efforts to be rooted in citizens' and clients' priorities.
to incorporate citizens' concerns

at every stage of the service design and delivery process. Citizens' needs become the

organizing principle around which the public

interest is determined and service delivery is planned 9 We should, therefore, organize our services

Citizen-centered Service Delivery

South Africas Batho Pele (Citizens First) principles provide an excellent policy framework and implementation strategy for citizen-centered delivery:

Consultation Service standards Access Courtesy Information Openness and transparency Redress

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Ways of improving service and quality

There is still a gap between the service citizens expect

from government, and what they get.

In order to close this gap we must work on those

things that will make the most difference to our clients. New public sector management techniques will help us to improve the quality of service delivery in public sector.

Performance management Decentralization Total quality management Benchmarking BPR BSC

Ways of improving service and quality To set the context of Citizen first, and if we walk in the shoes of the citizen, we find that their service experience can be divided into two essential parts:
i. Improving service accessibility: A Checklist (some examples): Can citizens locate your phone number, E-mail, website and mailing

address easily? Does your staff have access to the information they need to answer client queries? Are your staff trained and do they have the tools necessary to meet all the information needs of clients? How long do customers walk to get a vital service?

ii. Improving Service Delivery Quality/ FiveDrivers of Service Delivery Improvement In order of importance, the five drivers are:
Timeliness Knowledge, competence of staff Courtesy, comfort Fairness Outcome

With a few exceptions, these drivers appear consistently

across a range of service areas: financial assistance, employment, police, taxation, registration, etc. When all five drivers were rated highly (4 or 5 out of 5), the overall satisfaction rating was 85 out of 100.
If only one of the five drivers failed (was rated 1,2 or 3

out of 5), the overall satisfaction rating dropped 25 points to 60 out of 100.

 While all five drivers are critical for improving

service to citizens, timeliness, is the most important driver. The following is a checklist of some things you will want to consider when working to improve your timeliness of service. Improving Timeliness: A Checklist
Have you consulted your clients to indicate the time

expectation? What they view as timely service? Do your service standards reflect your clients' expectations? Have you clearly, and realistically, communicated to your clients how long the entire service process will take?

Introduction to Customer Satisfaction Surveying Customer satisfaction refers to how satisfied customers are with the products or services they receive from our organization. The satisfaction is determined by the quality and type of customer experience and by their expectations. Regardless of the type of public service provided, there are some common drivers that influence levels of customer satisfaction. Drivers are those elements of service that account for a large proportion of satisfaction. Not only it is possible to measure these and other drivers, but also such measurements can be

 There are a number of drivers that influence customer

satisfaction, but some researchers have identified the following eight drivers as key importance for customers. These are:

Overall satisfaction, Accessibility, Timeliness, Information, Outcome, Knowledge, Courtesy and Fairness

Which are measured by the eight core questions of common measurement tool (CMT).

 How do we find out whether our customers are

satisfied?
The best way to find out whether your customers are

satisfied is to ask them. When you conduct a customer satisfaction survey, what you ask the customers is important. However, the most important thing about conducting a customer satisfaction survey is what you do with their answers. Points to be considered in conducting Customer satisfaction survey:
How you ask whether customers are satisfied You can ask them: Face-to-face: As they are about to walk out of your store or office,

ask them. Call them on the phone: If you have their phone number, and their permission, you can call them after their visit and ask how

 When to Conduct a Customer Satisfaction Survey?

The best time to conduct a customer satisfaction survey is when the experience is fresh in their minds.
What to Ask In a Customer Satisfaction Survey? You only need to ask a single question in a customer satisfaction survey. Example: "will you buy from me again?" How Often Should You Conduct A Customer

Satisfaction Survey?
The best answer is "often enough to get the most information, but not so often as to upset the customer". In real terms, the frequency with which you conduct a customer satisfaction survey depends on the frequency with which you interact with your customers.

What to do with answers from a customer satisfaction

survey?
The most important part of the customer satisfaction survey is what

we do with their answers.

A Practical Guide for Measuring Customer Satisfaction

CMT which were developed and utilized by Canadian public

sector are the most important tools in measuring customer satisfaction in order to improve customer satisfaction and service delivery in the public sector. Key steps to Measure Customer Satisfaction: There are five key steps to measure customer satisfaction. These are: Step 1. Develop a plan Planning is a critical stage in the measurement of customer satisfaction. Step 2. Determine the best approach for assessing customer satisfaction: There is no one best approach for assessing customer satisfaction.

Step 3: Ask for feedback - what to include: Asks customers to describe their experience, expectations, needs and desires (often on a scaling system). Always be conscious of the amount of time that will be required by the customer to complete the feedback a time limit of 1015 minutes is common practice. Step 4: Turn customer feedback into useful information : Preparing and storing feedback (data) is important for effective analysis and review. Data should be entered and stored in a repository, such as a database or Excel spreadsheet. The analysis of feedback must be undertaken by a skilled statistical analysis practitioner. By analyzing customer feedback (data), you should be able to identify the things that most heavily influence a customers satisfaction. Step 5. Present the results and improve customer service: The results of measurement processes be reported to executive, senior management and staff,

The Application of Common Measurement Tools (CMT) CMT has been adapted from the Canadian public service model and is flexible enough to be used alone or in components to support your existing customer satisfaction methodologies and measures. Within the CMT you will find core questions which are based on research into what drives satisfaction with public sector service delivery. By using these questions, you will be better able to determine and assess levels of satisfaction and priorities for service improvement. The CMT question bank also includes an additional 150 questions that can be used across different

 The eight core questions to measure customer

satisfaction Summary Questions/Statements Questions Drivers

Overall Satisfaction How satisfied were you with the Overall quality of service

Very

dissatisfied=1,

Dissatisfied=2,

Neutral=3 , Satisfied=4 , very satisfied=5

1 2 3 4 5

delivery?
Accessibility Overall, how satisfied were you 1 with the accessibility of the 2 3 4 5

service/product?
Timeliness Overall, how satisfied were you 1 with the amount of time it took to get the service? 2 3 4 5

o Other Core Questions

Drivers Questions/Statements Agreement Importance Strongly agree=5 , agree=4, neutral = 3 , disagree =2 and strongly disagree Very imp = 5. impt =4, moderate agree=1 = 3, less impot = 2, and not NA=dont know important = 1, NA =m dont know Fairness I was treated fairly. 1 2 3 4 4 5 5 NA NA 1 2 3 4 5 1 2 3 4 5 NA NA

Information I was informed of everything I 1 2 3 had to do to get the

service/product. Knowledge Staff was knowledgeable and 1 / Competenc e Extra mile / Staff wants the extra mile to 1 Courtesy Outcome make sure I got what I needed. 2 3 4 5 NA 1 2 3 4 5 NA competent. 2 3 4 5 NA 1 2 3 4 5 NA

In the end, did you get what Yes

No

I got part of what I needed

you needed?

 Group work ( 30 minutes)

Analyze the drivers that affect the satisfaction level of

customers on the basis of the given data and make decision for further improvements to be made. ( Priority to be given for more influential factors due to resource constraints inDissatisfie the organization). Drivers Very Neutral Satisfied Very
dissatisfie d Overall satisfaction Accessibility 14 30 d 16 20 5 35 28 satisfied 30 22

Timeliness
Fairness Information Staff knowledge Courtesy during treatment Outcome of the service

20
25 10 18 20 5

32
30 25 29 28 10

2 1 2 3 3

20
23 32 27 23 48

28
20 32 24 26 34

I THANK YOU!!