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Citizen Centric Service - New Zealand
Articles and resources about citizen or customer centric service, and customer relationship management relating to online service delivery by government in New Zealand.
1
Site Articles
- New Zealand Jurisdictional Update - Serve You Right, Melbourne, September 2011
- Paper presented by Joy Hippolite, Senior Adviser, State Services Commission (New Zealand), at the Serve You Right Conference, Melbourne, September 15-16, 2011. Examines Kiwis Count, common measurements tool and understanding the srivers of satisfaction with services delivered online
Added: 23 September 2011
Page views: 769
Rating: 0
Votes: 0
9
External Links
- A guide to using the Common Measurements Tool
- New Zealand Government - State Services Commission, March 2011. "This guide is written for project managers who are responsible for undertaking client satisfaction surveys using the Common Measurements Tool (CMT). The guide focuses on specific issues related to using the CMT; it does not explain how to build and design surveys. Previous knowledge and experience with survey research methodology is assumed. Section 1 provides you with some background on the CMT in the New Zealand context and refers to the Drivers of Satisfaction with Service Quality. Section 2 is designed to help you get started, describing the core questions that must be used and the other types of questions offered and how to begin selecting questions for your survey. Sections 3 provides sample surveys with some of the CMT questions included. A final section outlines where additional information may be available..."
Added: 22 March 2011;
Page views: 715
Rating: 0
Votes: 0
- Drivers of satisfaction for public services online
- Report for the State Services Commission by UMR Research. Published March 2011. "...The State Services Commission commissioned research to identify the key drivers of satisfaction with public services delivered online, whether it was for obtaining information or carrying out a transaction. The results showed that two of the five drivers in each of these categories were the same... The most important driver for both 'Obtaining information' and 'Transacting' on public service websites is "The service experience met my expectations". This is also the key driver for overall satisfaction with public services as reported in the Kiwis Count 2009 report..."
Added: 7 March 2011;
Page views: 644
Rating: 0
Votes: 0
- NZ CIO plans closer Govt-to-citizen ties
- By Rob O'Brien. FutureGov, 17 December 2010. "More development in the role of whole-of-government shared services and an authenticity in the use social media will be two targets of the new GCIO for New Zealand... Other areas the GCIO will turn his focus to include better connecting government departments to their citizens through online shared services platforms such as ServiceLink..."
Added: 21 December 2010;
Page views: 823
Rating: 0
Votes: 0
- Better Services for Kiwis
- Victoria University of Wellington, 6 June 2008. "Introduction - Public Service Chief Executives have commissioned Victoria University of Wellington, under the Emerging Issues Programme (EIP), to lead some work on more joined up citizen focussed services. This section will briefly background the project and set out the key details..."
Added: 7 August 2008;
Page views: 753
Rating: 0
Votes: 0
- Common Measurements Tool - New Zealand
- New Zealand - State Services Commission, 16 April 2008. "The Common Measurements Tool is a set of survey questions and scales that allows State Services agencies to measure client satisfaction and identify service delivery improvements for service users. By using a common set of questions, agencies will be able to compare their performance with other State Services agencies, with the Kiwis Count national survey and also measure how they are progressing over time..."
Added: 31 July 2008;
Page views: 975
Rating: 0
Votes: 0
- Kiwis split on value of government services
- The Dominion Post. stuff.co.nz, 9 April 2008. "Nearly half of all New Zealanders do not believe government services offer good value for tax dollars, a survey shows. The State Services Commission survey asked 6500 people what they thought of government services in all departments they were likely to have been in contact with..."
Added: 10 April 2008;
Page views: 948
Rating: 0
Votes: 0
- Government services satisfy New Zealanders
- Media statement from Mark Prebble, State Services Commissioner, 8 April 2008. "The State Services Commissioner, Mark Prebble, today released the results of the first national survey of New Zealander's experience of government services. Public Satisfaction with Service Quality 2007: The Kiwis Count Survey asked 6,500 New Zealanders what they thought of government services. 68 percent of respondents reported that they were satisfied with their most recent experience of government services..."
Added: 8 April 2008;
Page views: 999
Rating: 0
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- Satisfaction and Trust in the State Services
- A report prepared for the State Services Commission by Colmar Brunton, May 2007. "As part of a wider research programme to understand New Zealanders' experience of State services, the State Services Commission contracted Colmar Brunton to conduct a nationwide telephone survey to identify the drivers of New Zealanders' satisfaction with, and trust in, the State services. Additional research objectives were to measure the extent of New Zealanders' confidence in the integrity of State servants when delivering services, as well as to gain a better understanding of the relationship between trust and service quality..."
Added: 6 July 2007;
Page views: 1,240
Rating: 0
Votes: 0
- What counts for Kiwis experience of government service?
- Media release from Iain Rennie, Deputy State Services Commissioner, 6 July 2007. "As part of the Development Goals programme to build New Zealand a world class system of State Services, the State Services Commission today released a report that identifies the key things that have the greatest influence on New Zealanders' trust and satisfaction with the services they receive from public service organisations. Iain Rennie, Deputy State Services Commissioner, said understanding New Zealanders' experience of public services is the essential first step towards improving the service experience for them..."
Added: 6 July 2007;
Page views: 1,218
Rating: 0
Votes: 0
This category last updated: 23 September 2011
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