vance kerslake: public services through the eyes of new zealanders (govis 2009)
TRANSCRIPT
State Services Commission
Public services through the eyes of New Zealanders
Vance Kerslake
State Services Commission
Three key learnings
1. Get an ‘outside-in’ view of public services.
2. Find out what NZers’ expectations are.
3. Learn what improvements NZers want made to their public services.
State Services Commission
‘Outside-in’ view
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Service quality
60 61 64 68 69 68
0
20
40
60
80
100
Canada1998
Canada2000
Canada2002
Canada2005
Canada2007
KiwisCount2007
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NZ drivers of satisfaction
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21
21
18
17
14
16
24
16
9
13
11
18
55
63
73
70
75
66
It's an example of goodvalue for tax dollars spent
You feel your individualcircumstances were taken
into account
You were treated fairly
Staff kept their promises
Staff were competent
The service experiencemet your expectations
% Neutral % Total disagree % Total agree% Neutral% Total disagree % Total agree
Performance on drivers
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Links between the drivers
Competent Staff
Met ExpectationsListen Solution focusedKnowledge EmpathyUnderstand FriendlyClear Communication Polite
Treated Fairly
Value for Tax dollars
Individual circumstances
Kept promises
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Expectations - Public vs. Private sector
Disagree(total)
Neutral Agree(total)
Netscore
I expect public services to provide a higher level of service quality than the private sector
19 35 47 +28
I find the quality of service provided by public services to be higher than the private sector
46 42 12 -34
Public services have a more difficult task than the private sector
35 35 30 -5
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Satisfaction with non-government services
30
33
33
28
24
25
21
27
23
31
27
15
10
12
9
6
15
15
39
41
53
63
64
65
72
58
62
An Internet service provider
A telephone company
An electricity or gas company
A credit card company
An insurance company
A postal or courier company
A bank or finance company
Non-government total
Public services total
% Neutral % Total poor % Total good
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Trust in most recent service
6 6
20
30
37
1 2 3 4 5Strongly disagree
Strongly agree
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Trust in public services
5
17
49
25
4
1 2 3 4 5Do not
trust them at all
Trust them completely
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Impressions of public services
The Public Service Is…
Most like: Least like:
Rule-bound Slow
Impersonal Accessible
Helpful Culturally Sensitive
Business-like Difficult
Powerful
Flexible Quick
Fun Accountable
Efficient Profit Driven
Genuine Passionate
Reliable
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Impressions of public servants
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Staff
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Future service delivery
• Treated like a person not a number.
• Personalised service.
• Flexibility.
• Plain English.
• A one-stop-shop.
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Heartlands
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One-stop shop
One of my most interesting queries concerned dead cows floating down the river and landing up on the beach – what could I do to help?
Wendy Earle – Heartland Services Golden Bay
State Services Commission
Channel use & preferences
Office Prefer Phone Prefer Mail Prefer Website Prefer
Office Phone Mail Website Email
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e-Services UK style
• “The most radical extension of access to public services for several decades”.
• PM’s target: all services online by 2005.
• ₤6 billion investment e-services 2000-05.
• “Agencies made good progress towards meeting the PM’s ambitious target”
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If we build it, they will come
• “The size and complexity of the Govts web-estate makes it hard for citizens to find the information they want”.
• “It is obviously confusing to have over 3,000 Government sites”.
• Overall quality has improved only slightly since 2001.
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The problems
• Websites complex.
• Information hard to find.
• Poor performing search engines.
• Lack features of good quality private sector sites.
• Most depts do not have sufficient info on who is using their sites and why.
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If you build what, who will come?
• 40% popn no home Internet access.
• Many people don’t benefit from online services:– 51% people <₤10K never used Internet,– 80% people on means tested benefits lack
practical ICT skills,– Many elderly don’t want to use Internet.
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The solution
• “Govt sees the next logical step as rationalising its current sprawling web-estate”.
• 951 sites deemed surplus.
• Command paper: “services enabled by IT must be designed around citizen or business, not around the provider”.
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Glimpse into the future? Canada
• The Internet has “come of age”.
• Internet use is up…
• …but no change in other channels.
• Most services now involve multiple channels.
• Most multi-channel users switch to a person-to-person channel.
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Implications for service delivery
• Planned for Internet to replace other more expensive channels.
• Internet is not replacing other channels.
• Multi-channel usage is here to stay.
• In multi-channel environ important to strengthen services across all channels.
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Consider
• NZ already has 500+ .govt sites.
• e-Services are one channel.
• Multi-channel usage is here to stay.
• User-centred Govt…
• … means knowing what users want.