Appendix G: Service Improvement Plan Template
Services/programs affected by the service improvement plan
Dates for which the plan is in effect
The desired future state for the organization based on the citizen-centred service approach.
VISION OF CITIZEN-CENTRED SERVICE
A brief explanation that states the purpose of the organization.
MISSION STATEMENT
DIRECTION
Brief summary of the background to the plan, in the citizen-centred approach, and any previous
planning efforts.
THE CONTEXT
For the Period:
Scope:
SERVICE IMPROVEMENT PLAN
FOR
[ORGANIZATION]
Service
Improvement
A.
Increase availability of information across
service channels
Expand information available on the Internet
Director of
Communications
August 2000
June 2000
June, 2000
2.
1.
A. Action
Objective #2
A. Action
Objective #1
ACTIONS
RESPONSIBILITY
Date finished
Date finished
TIMEFRAME
PRIORITY 2: priority statement
Definition/clarification of terms in priority statement, or elaboration on statement
2.
Client Services
Manager
C. Review forms for clarity and plain language
gaps related to client requests
Director of
Communications
Manager
B. Review information products for information
information by telephone to identify gaps
TARGETS
Expansion of information
available through the
Internet service channel
Increased satisfaction
with information needed
being available
Increased satisfaction
with forms being easy to
understand and fill out
information requests
findings and information
gaps
Client satisfaction
survey
MEASUREMENT
Number of paper
information documents
available electronically
through the Internet
Client satisfaction
survey
PRIORITY 1: Reduce the need for clients and citizens to contact the government office by exploring new approaches in
client service delivery.
ACTIONS
RESPONSIBILITY
TIMEFRAME
RESULTS
MEASUREMENT
Reduce telephone calls for information
1.
May, 2000
Summary report of
Client Services
Thorough review of
A. Review of most frequent requests for
PRIORITY AREAS FOR IMPROVEMENT
Priorities Template: Example #1
Service
Improvement
SATISFACTION
IMPROVE STAFF
IMPROVE SERVICE
STAFF COURTESY
IMPROVE SERVICE
FAIRNESS
KNOWLEDGE
IMPROVE STAFF
COMPETENCY /
IMPROVE SERVICE
TIMELINESS
Action 2.1:
Objective 2:
In Person
X
X
Electronic
Mail
SERVICE
CHANNELS
Phone
Action 1.2: Review of “blues pages” X
information in telephone directories
Objective 1: Facilitate the
identification of points of service
Action 1.1: Installing new signage
inside and outside buildings
Which action(s) will be undertaken
to address client priorities for
service improvement?
Based on client and
citizen priorities,
identify improvement
priorities on which
actions should be
undertaken
IMPROVE SERVICE
ACCESS
OBJECTIVES / ACTIONS
PRIORITIES FOR
IMPROVMENT
Other
Priorities Template: Example #2
Director of
Communications
Director of
Administrative
Services
Who is (are)
responsible parties
for taking action?
RESPONSIBILITY
RESULTS
U/F: September
2000
U: June 2000
F: October 2000
Increased client
satisfaction with
accessibility by
telephone
Increased client
satisfaction with
signage.
When will this be
What result(s) is
undertaken (U) and (are) expected?
finished (F)?
TIMEFRAME
Measured through
the client
satisfaction survey
Measured through
the client
satisfaction survey
How is progress
and results
measured?
MEASUREMENT
Service
Improvement
Identification of those accountable for the initiative, and to whom the reports are presented for further
action.
MANAGEMENT ACCOUNTABILITY
Brief description on how the plan will be monitored, how frequently results will be reported, and how
the results will be reported (i.e. reports).
MONITORING AND REPORTING PROCESS
ACTION PLAN AND FOLLOW-UP
Service
Improvement
ACTION / ACTIVITY
st
1
1
st
2001-02
QUARTER
nd
rd
th
2
3
4
2000-01
QUARTER
nd
rd
th
2
3
4
ACTION PLAN AND PROCESS IMPLEMENTATION
st
1
QUARTER
th
nd
rd
4
2
3
2002-2003
Service
Improvement