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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

This is the body of work the team carries out to help SS improve their service delivery to NZers – modelled on Canadian approach. Begining in 2005, the State Services Commission looked around the world to see who was doing a particularly good job at improving service delivery to citizens.

The found Canada were the world leaders: according to the OECD and Accenture. Canada attributes their success to:

• Single minded focus on the things that drive satisfaction; And
• The use of two tools – Citizens First and Common Measurement Tool (CMT)

The State Services Commission uses Kiwis Count an all of govt national survey held every 2 years and the CMT – a survey tool for individual government agencies to measure customer satisfaction.

You can read this presentation using EasySlideshare.

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