Measuring performance and effectiveness for MÃƒÂ¤ori ... - Te Puni Kokiri

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18 Customer satisfaction measures Whilst the international literature identified a range of common customer satisfaction measures of effectiveness of services it “is not clear whether these expectations are equally shared by indigenous people in New Zealand when utilising public services” (Gill and Russell, 2011, p.15). Mäori may have different priorities and perceptions of service quality. The State Services Commission’s 2009 Kiwis Count Survey (also discussed above at section 2.5) found the drivers of satisfaction for service quality were slightly different for Mäori, relative to non-Mäori. Mäori were a little less satisfied with the quality of services than non-Mäori. Mäori rated 19 out of 26 frequently used services as low quality (SSC, 2011a, p 11), and reported lower levels of trust in public services than non-Mäori. The report recommended to improve the experience of Mäori customers, agencies need to ensure “staff are competent, keep their promises and treat Mäori fairly. Earlier research has shown that for Mäori; staff being non-judgemental and treating people with respect are key elements of fair treatment” (State Services Commission, 2011a, p.17). Durie et al. (2012, p.32) drew upon He Taura Tieke, a framework for effective health services for Mäori, to identify the following aspects of service delivery that are important to Mäori consumers: • access; • information; • informed choice; • trust and respect; and • participation and seamlessness. Other literature (Donnell and Social Programme Evaluation Unit, Department of Social Welfare, 1985; Te Puni Kökiri, 1996a, p.18, 1996b, 2009; Ministerial Inquiry into the Department of Work and Income, 2000; Englert, 2001; The Salvation Army, 2006, p.64; State Services Commission, 2009a; Whänau Ora Taskforce, 2009) added the following characteristics: • privacy; • full understandable information disclosure; • consistent information across phone channels and sites; • staff and information that is sensitive to Mäori world views and cultural practices; • staff adequately trained and knowledgeable about other services; and • an extended focus not just on the individual Mäori consumer but if possible so that whänau can use and strengthen their own resources and expertise. The State Services Commission encourages agencies to use the Common Measurements Tool 5 for ascertaining customer satisfaction (State Services Commission, 2010b). 5 The tool allows state sector agencies to measure client satisfaction and identify service delivery improvements for service users in a format that can allow international benchmarking with Canada and other jurisdictions that adopt it. T E P U N I K Ö K I R I M E A S U R I N G P E R F O R M A N C E A N D E F F E C T I V E N E S S F O R M Ä O R I : K E Y T H E M E S F R O M T H E L I T E R A T U R E
Raising performance between sites/offices 19 Drawing upon Molsely and Moller’s (2007) study of employment services in Germany the international literature review highlighted a standard finding that there is considerable variation in the relative efficiency of individual sites or local offices (Gill and Russell, 2011, p.18). Regression analysis may be able to unpack the relative contributions of different variables in explaining differences in results achieved. Hence there is scope for agencies that deliver front-line services to Mäori to raise the average performance of individual office sites by increasing the performance of the lowest quartile of local offices to the national average. C O M P A R A T I V E M E A S U R E S – G O O D P R A C T I C E F O R M Ä O R I
Page 1 and 2: MÄTAURANGA KNOWLEDGE Ka möhio, ka
Page 3 and 4: C O N T E N T S 2 EXECUTIVE SUMMARY
Page 5 and 6: (Gill and Russell, 2011, p.8). As D
Page 7 and 8: PART 1 : INTRODUCTION 1.1 PURPOSE T
Page 9 and 10: Table One - examples of performance
Page 11 and 12: 2.2 NO ONE-SIZE-FITS-ALL - PERFORMA
Page 13 and 14: “In brief there is a prima facie
Page 15 and 16: PART 3 : COMPARATIVE MEASURES - GOO
Page 17 and 18: 3.3 CAPTURING VARIATION WITHIN MÄO
Page 19: quantified in the annual Social rep
Page 23 and 24: New Zealand (2002) explains that hi
Page 25 and 26: 4.6 MEASURES FOR MÄORI AS PART OF
Page 27 and 28: PART 5: KEY IMPLEMENTATION ISSUES F
Page 29 and 30: 5.4 THE NEED FOR FORETHOUGHT Much o
Page 31 and 32: GLOSSARY Aspirational goals Expecte
Page 33 and 34: A P P E N D I C E S
Page 35 and 36: The “Mäori Perspective” Report
Page 37 and 38: Illustrative examples of Hua Oranga
Page 39 and 40: Table Six - Measures for employment
Page 41 and 42: Donnell, A., and Social Programme E
Page 43 and 44: Kukutai, T. (2004) ‘The Problem o
Page 45 and 46: State Service Commission (2003a) Pu
Page 48: Te Puni Kökiri, Te Puni Kökiri Ho

Measuring performance and effectiveness for MÃƒÂ¤ori ... - Te Puni Kokiri

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