Services are citizen-centred, policies and programs are developed from the "outside in", and partnerships are encouraged and effectively managed.
19. Organization knows and responds to citizens'/clients' needs and expectations - The public/clients are informed of and involved in the development of government policies, programs and services. Services are designed around the needs, expectations and abilities of citizens/clients and respond to citizen/client feedback; and organizations work with each other and
other jurisdictions to provide citizens/clients with one-stop access to seamless, integrated services, as measured by:
Additional Data Sources:
- Audits and evaluations, websites, Institute for Client-Centered Service
- Consultations with service transformation leads
- Communications Plans in MCs, Annual Report on Public Opinion Research, Canada site consultations page, Departmental corporate communications plan
- InfoSource, Reports of Commissioners of Privacy and of Information
- Dept'l annual reviews on OL, audits/reports of OL Commissioner
- EE Plans
- Extent to which client satisfaction and service standards are in place and published, performance against standards is assessed (using the Common Measurements Tool for client satisfaction) and findings acted upon to achieve high levels of client satisfaction
- Extent of participation, where appropriate, in whole of government service solutions that provide citizens with easy access to seamless service
- Extent to which public/client views/needs are considered when developing new services/programs/policies
- Accessibility to government services in both official languages
- Accessibility to government services for those with special needs
- Quality of service delivery for services internal to government
Q: Does the Department know and respond to Citizens' needs and expectations?
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