servicealberta

Service Alberta Deputy Minister Steering Team (Leadership) Service Alberta Advisory Team (Collaboration) Service Alberta Program Mgmt Office (Coordination) Deputy Ministers’ Comm. (Direction) Key Administrative Initiative Collaboration Accountability

Integrated Service Accessible Service Quality Service

Integrated Service Accessible Service Quality Service Service Alberta Website Service Alberta Contact Centre Communication Strategy Directory of Services

Integrated Service Accessible Service Quality Service Service Alberta Website Service Alberta Contact Centre Communication Strategy Directory of Services Policy Workshops, Intranet Site Common Service Standards

Research & Concept Dev’t Development Begins Service Alberta Introduced Enhancements Underway Focus Groups Survey Usability Testing Targeted Survey Pre-Imp Survey Usability Testing Focus Groups Annual Survey Citizens First 3 Focus Groups Usability Testing Annual Survey

Common Service Standards : Identify common service standards Establish baseline measures :Every ministry has a transition plan Ministries collect baseline data :Full implementation and reporting

Accommodate different service requirements and realities. Accommodate regulatory delivery services. Measuring Service Standards

Provide useful data without creating a measurement burden. Encourage service areas to focus on the total process. Measuring Service Standards Accommodate different service requirements and realities. Accommodate regulatory delivery services. Acknowledge service areas with regular client feedback processes in place.

Cross-Government Service Outcomes Ministry Service Standards Service Measures Service Improvement Plan Annual Client Satisfaction Feedback Below 90% 90% or higher Determine service issues No further action

Common Service Standards Common Satisfaction Measures Individual Measurement Approaches Mail-out surveyCommon Measurements Tool Telephone surveyIVR survey

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