Service NL Annual Performance Report 2011-12

will be scheduled within 48 hours of receiving a client’s request, provided they have a valid permit for the
work to be inspected. The division is currently exceeding this standard in that the desired objective of
providing the inspection within 48 hours of the client’s requested time is being met approximately 96%.
Client satisfaction measurement tool piloted in select program areas
The Motor Registration Division conducted a survey in 2009, in which a baseline for customer service
satisfaction was established. A follow up survey that was to target customer service - post service
excellence training, was scheduled for fiscal 2011-12 but was not completed in the reporting period due to
other commitments; however, this follow-up has been rescheduled for fiscal 2012-13.
Customer service training requirements identified for departmental staff
Following the intensive implementation of Service Excellence training at all levels of the department, a
number of additional areas have been identified for further training and development. Among these are:
· Certified Service Manager training for senior and middle management;
· Conflict avoidance and resolution;
· Continued training in the protection of clients’ private/personal information that is held by the
department.
Objective for Fiscal year 2012-13:
2012-13
OBJECTIVE
By March 31, 2013, Service NL will have evaluated its customer service
capacity and delivery standards in the identified priority areas.
Measure
Indicator
Indicator
Indicator
Customer service capacity and delivery standards evaluated.
Evaluation of existing service standards against targets.
Assessment of tools and processes which could be used to increase customer
service capacity through streamlining of internal business processes.
Client satisfaction measurement tool piloted in select program areas.
Strategic Issue 2: Program and Service Delivery Quality and Access
Goal Two: By March 31, 2014, Service NL will have improved the quality of, and strengthened access to,
its programs and services through streamlined operations and expanded single-window access.
Measure: Strengthened and improved quality and accessibility of programs and services.
Annual Performance Report 2011-12 16