Customer Service Evaluation Framework

Monitoring Customer Service

A Customer Service Monitoring and Evaluation Framework for Public Sector Entities has been developed in order to establish a formal structure to identify and manage customer service performance. The framework  supports existing customer service initiatives such as the Citizens Charter programme, the identification of best practices and common metrics. The Framework:

• Provides detailed, measurable information about quality of service delivery invarious bodies which assist the entities to design solutions to address identified weaknesses.
• Ensures measures being put in place for service improvement are evidence-based using metric-measurement in order to better inform policy changes which can be applied across the entire government service.
• Provides greater opportunity for customers to influence the improvement of government services by setting up tools to generate meaningful customer  feedback that is re-channelled into organizations’ service priorities.
• Provides a common measuring tool which is tailored for but not limited to any one organization and is therefore easily replicable for various entity types.
• Provides a cost-effective means of implementing and assessing service standards.

The Framework has been pilot tested in ten entities of government and fully implemented in six as at the end of FY 2010/11.  It is expected that an additional twelve entities will implement the framework by the end of FY 2011/12.