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May 20, 1999
SUBJECT: Client Survey - Public Service Pay Product
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In the Spring of 1998, Compensation Sector asked its clients to evaluate the delivery of the Public Service pay product offered by the Business Line, against the Public Service Level Standards for Pay.
The attached Communiqué is a brief outline of the survey results and gives a description of the next steps PWGSC will take to respond to your many suggestions.
I wish to thank you for your participation in this survey. Your PWGSC regional pay office will be happy to answer any of your questions, whether it be on the survey results or on any other subject related to the compensation products.
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CLIENT SURVEY - PUBLIC SERVICE PAY PRODUCT
A client survey of the Public Service Pay Product was conducted in April 1998. All client organizations in each of the six regions of Canada were asked to rate the services being offered by the Compensation Business Line, against Service Level Standards, published in the Fall of 1997. One hundred and fifty-four clients responded to the survey; this represents 49% of the population that was targeted. We consider this to be representative of the total client base.
National data was gathered for the six activities related to pay:
1. Pay transactions: Results show that clients are satisfied that PWGSC usually or always meets the published service levels for Pay transactions.
A detailed analysis of the returns by transaction type identified that the transfer process is the one that clients are least satisfied with. PWGSC will explore ways to improve this process.
2. Network and System Support: There were problems with respect to the data collected. Responses could reflect the fact that clients were not able to differentiate between problems within their departmental systems or connections to Regional Pay System (RPS) and problems truly attributable to PWGSC. For this reason, no detail analysis was conducted on this element of the survey.
3. National Processing Schedule: 90% of all responses indicated that the published standard is met. Client comments from Western and Pacific Region indicate that the 3:00 p.m. Ottawa time cut off is too early.
4. Output Delivery: 99% of all responses indicate that output is being delivered to the clients designated site within the standard.
5. Advisory Services: The following chart shows the overall rating of how well PWGSC meets its published service levels for Advisory Services.
Clients assessed service standards with respect to advice received by phone, e-mail, Fax and letter. Fax advice was perceived to be more timely and accurate.
We also asked clients how often they use Advisory Services. In all Regions, except Québec, this service is used most often on a weekly basis. In Québec Region, 80% of the clients said that they use the service daily. This is a situation that the Québec Region will be exploring.
In the advisory section of the survey, clients were also asked to rate different ways PWGSC communicates with them. The assessment of the timeliness (T), accuracy (A) and clarity (C) of communications is shown in the next graph.
Of specific concern is the timeliness of all communications. The move of directives, manuals and bulletins to the Compensation GENet site will help address this issue.
6. Compensation Training: Overall clients viewed the training activity as usually or always meeting the service standards 91% of the time. The following graph shows the detail assessment of the timeliness (T), completeness (C) and effectiveness (E) of the core training courses offered by PWGSC. The timeliness of training is an area that will be addressed by PWGSC.
NEXT STEPS:
The Compensation Business Line intends to concentrate its efforts in areas where the clients have expressed the least satisfaction with our ability to met service standard. In some cases, automation opportunities will be explored while in others we will work towards making our activities more timely. Each Region will be addressing the specific concerns of their clients. One of the activities they will be exploring is an expanded client visitation program. If you are interested in what is happening in your Region, please contact your local PWGSC Pay Office.
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