Source document: https://docs-lawep.s3.us-east-2.amazonaws.com/1698076193754.pdf (Saint Lucia)
Counter Services of the Government of St. Lucia, 2015 Outline  Client/Citizen Satisfaction Surveys  Value of Citizen/Client Surveys  Proposal to Carry Out Citizen/Client Satisfaction Telephone Survey of Counter Services in Government Agencies  Next Steps Strategic Plan Goal 4.1: PSM  Goal 4.1: Improve Management of Information and knowledge  Objectives:  4.1.1 Increase the use of information and knowledge for informed decision-making  4.2.1 Support Ministries and Departments in driving public service modernisation on a continuous basis.
 4.2.2 Inspire, drive and coordinate innovation in service delivery across the public service to make services more responsive.

Strategic Plan Goal 4.2 PSM  Lead change towards a modernized public service capable of enabling and facilitating the achievement of national goals and aspirations.

 4.2.1 Support Ministries and departments in driving public service modernisation on a continuous basis.
 4.2.2 Inspire, drive and coordinate innovation in service delivery across the public service to make it more responsive.

Client/Citizen Satisfaction Various Approaches  Focus groups  Interviews  Mail Surveys  Web Surveys  Telephone Surveys ICCS & Common Measurements Tool …permit public organisations to track their own progress over time in improving client satisfaction, and to benchmark their results with other public organisations.
…customise to the fit A Part of A Larger Process Questions…Questions  How could service delivery be improved?

 Are client/citizens satisfied?

 What are the major accomplishments of the agency?

 What are the weak spots of the agency?

 How could a strong case be made for the continuity of a programme?

 What action would make the most significant program improvement?

The good, the bad…the USEFUL!
Image of Agency Telephone Surveys  “Of all the methods employed in public opinion polling, telephone surveys are the preferred choice to maximise response rates, as well as to maintain control over the quality of data.”  Larrakas, “Telephone Survey Options”  Higher response rates  Self selection bias Telephone Survey  Results are obtained quicker  Widespread cellular phone usage in cases where landlines are not available  Better accommodate persons with literacy challenges  The existence of the Contact Centre as a valuable resource Telephone Survey Proposal Points  Agencies which participated in Phase One and Phase Two of the Government Contact Centre roll-out.
 Focus in the first instance on departments with high number of external customers  Advance notice and Incentives by DPSM  The counter services provided by the agencies have been identified and are to be reviewed and confirmed via consultation with agency representatives.

 Lists of clients and contact information to be procured from the relevant agencies  And so… Inform the Process… Next Steps  Contact in upcoming weeks  What data is available at your agency?
 Point out any possible hindrances  Share with us your own plans in this regard