1. servicealberta

2. 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

3. Integrated Service Accessible Service Quality Service

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

5. 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

6. 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

7. Common Service Standards 2003-04: Identify common service standards Establish baseline measures 2004-05:Every ministry has a transition plan Ministries collect baseline data 2005-06:Full implementation and reporting

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

9. 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.

10. 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

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

12. servicealberta