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5.2.1

Develop service standards and performance targets and initiate improvement plans in selected departments.

greenstatusFinal update (September 2014)
A process to create standards was piloted with Council and Administrative Services, and to date several standards have been identified. Numerous service improvement reviews have been conducted (or are in progress) including Library services, several Public Health Programs, Facilities Management, Information Technology Services, and Corporate Publishing.  Not all projects are complete, as some require a longer term. Implementation plans and associated targets are currently being developed.

Point of service feedback mechanisms have been established at main Citizen Service counters and on the corporate website.  Feedback is channelled to program and service areas for response. In 2015, a comprehensive service review will be conduced across the organization with recommendations developed for improvements and service efficiency.

Progress Update (September 2013)

In order to improve satisfaction with Regional programs and services the Region is in the process of developing service standards and performance targets to initiate improvement plans in selected departments. Along with these improvement plans a comprehensive citizen/customer service training program for staff is also being developed to offer role-specific training and support necessary to provide excellent service to the community.

A process to create standards was piloted with Council and Administrative Services. Draft standards have been identified. The process needs to be moved up to the department level.

Numerous pilots of the Research action model have been conducted including Library services, several Public Health Programs and Facilities Management. Not all projects are complete, some are longer term. Implementation plans and associated targets and standards are being developed.

A point of service feedback pilot was conducted and feedback is being analysed.

Progress Update (January 2013)

Through application of the Service Improvement, Planning and Implementation (SIPI) methodology from the Institute for Citizen-Centered Service and research provided by the Citizens First 6 survey conducted from May to July of 2012, this project will work with Regional programs and services to develop service standards and improvement plans based on client needs (both internal and external) and the specific components that drive satisfaction with Regional services. 

Progress Indicators

  • When we are regularly meeting the targets identified.
  • When satisfaction ratings on services improve.

 

greenindicator   Strong progress achieved   2011-2014 Strategic Plan (PDF)
yellowindicator   Moderate progress achieved   2011-2014 Strategic Plan (RTF)
redindicator   Progress needed   2011-2014 Strategic Plan (Flash)