veterans affairs canada 2003 national client satisfaction survey
TRANSCRIPT
Veterans Affairs CanadaVeterans Affairs Canada
2003 National Client Satisfaction Survey
Service Improvement InitiativeService Improvement InitiativeGlobal ObjectivesGlobal Objectives
Achieve a minimum 10% increase in client Achieve a minimum 10% increase in client satisfaction on specific service elements by 2005;satisfaction on specific service elements by 2005;
Develop a multi-year Service Improvement Plan Develop a multi-year Service Improvement Plan based on survey results and service priorities based on survey results and service priorities defined by clients;defined by clients;
Strengthen accountability for service improvement Strengthen accountability for service improvement results; andresults; and
Instill a culture of continuous service improvement.Instill a culture of continuous service improvement.
VAC’s Approach to Continuous VAC’s Approach to Continuous Service ImprovementService Improvement
Conducted a National Client Satisfaction Survey in Conducted a National Client Satisfaction Survey in June 2001June 2001Examined 23 service elements on Access to Service, Examined 23 service elements on Access to Service, Communications, and Services Offered by StaffCommunications, and Services Offered by StaffUsing Survey Results, identified Primary and Using Survey Results, identified Primary and Secondary Opportunities for Service ImprovementSecondary Opportunities for Service ImprovementDeveloped and Implemented a Departmental Service Developed and Implemented a Departmental Service Improvement Plan (200+ Initiatives)Improvement Plan (200+ Initiatives)Conducted a follow-up Survey in May 2003Conducted a follow-up Survey in May 2003Continue to monitor progress and modify the Service Continue to monitor progress and modify the Service Improvement Plan as required.Improvement Plan as required.
VAC National Client Satisfaction VAC National Client Satisfaction Survey 2003Survey 2003
Measured client satisfaction on the same serviceMeasured client satisfaction on the same serviceelements as the 2001 surveyelements as the 2001 survey
– 2003 Survey also contained extra questions2003 Survey also contained extra questions on BPA Services, Commemoration, and GOL on BPA Services, Commemoration, and GOL
Clients having contact with VAC 6 months prior to the surveyClients having contact with VAC 6 months prior to the survey– 559 Veterans from WWI, WWII & the Korean War559 Veterans from WWI, WWII & the Korean War– 401 Survivors401 Survivors– 487 Canadian Forces Members487 Canadian Forces Members
Conducted between April and May 2003Conducted between April and May 2003
1,447 telephone interviews (4% completed by proxy)1,447 telephone interviews (4% completed by proxy)
Clients disbursed geographically across five regionsClients disbursed geographically across five regions
Preferred Means for Contacting VACPreferred Means for Contacting VAC
044
223
1413
245
586
-60 -40 -20 0 20 40 60
Most PreferredLeast Preferred
144
222
1513
225
595
-60 -40 -20 0 20 40 60
Posted Mail
In Person
Telephone
Internet
Preferred Sources for Obtaining Preferred Sources for Obtaining Information on Programs and ServicesInformation on Programs and Services
Most PreferredLeast Preferred
31
197
38
322
456
303
18
-60 -40 -20 0 20 40 60
Media Ads
Pamphlets
Internet
Newsletters
Group Sessions
Vet Organization
Other 21
167
210
433
452
253
39
-60 -40 -20 0 20 40 60
Future Implications for VAC On-lineFuture Implications for VAC On-line
2001 Survey2001 Survey
26% of total respondents 26% of total respondents had access to the Internet:had access to the Internet:– Canadian Forces (67%)Canadian Forces (67%)– Survivors (21%)Survivors (21%)– War Veterans (17%)War Veterans (17%)
4% of respondents 4% of respondents indicated they intend to indicated they intend to obtain Internet accessobtain Internet access
2003 Survey2003 Survey
35% of total respondents 35% of total respondents have access to the Internet:have access to the Internet:– Canadian Forces (77%)Canadian Forces (77%)– Survivors (20%)Survivors (20%)– War Veterans (21%)War Veterans (21%)
4% of respondents indicated 4% of respondents indicated they intend to obtain Internet they intend to obtain Internet accessaccess
Total Respondents
Access to the InternetAccess to the Internet
Percentage of Respondents Who Percentage of Respondents Who Visited VAC’s Website in the Six Visited VAC’s Website in the Six
Month Period Preceding the SurveyMonth Period Preceding the Survey
Total Respondents
Total Respondents
Canadian ForcesVeterans/Clients
Canadian Forces Veterans/Clients
2% 3% 9% 28%
2001 Survey 2003 Survey
(This was the highest growth area in terms of methods of contact with VAC).
Would you use the Would you use the Internet to:Internet to:
Total Respondents with Total Respondents with Access to the Internet (604)Access to the Internet (604)
Canadian Forces Veterans/Clients Canadian Forces Veterans/Clients with Access to the Internet (382)with Access to the Internet (382)
YESYES % Who Deem % Who Deem Service ImportantService Important YESYES % Who Deem % Who Deem
Service ImportantService Important
Obtain Information Obtain Information About VAC Benefits About VAC Benefits
and Servicesand Services72%72% 53%53% 80%80% 64%64%
To Apply for Benefits To Apply for Benefits and Servicesand Services 50%50% 43%43% 56%56% 49%49%
To Inquire about the To Inquire about the Status of your Status of your
ApplicationApplication63%63% 56%56% 74%74% 68%68%
Projected Client Interest in Projected Client Interest in On-Line ServicesOn-Line Services
Overall Level of SatisfactionOverall Level of Satisfaction
12 15 72
8 8 84
5 6 89
6 8 85
0% 20% 40% 60% 80% 100%
Dissatisfied Neutral Satisfied
2001 Survey
8 12 80
7 7 86
3 7 90
5 8 87
0% 20% 40% 60% 80% 100%
Dissatisfied Neutral
Satisfied Variance
2003 Survey
Total Clients
War Veterans
Survivors
Canadian ForcesVeterans/Clients
Margin of Error is +/- 2.8 percentage points, 95% of the time. Margin of Error is +/- 2.6 percentage
points, 95% of the time.
2%↑
1%↑
2%↑
8%↑
Due to rounding of figures, some results do not yield a total of 100%.
Overall Level of SatisfactionOverall Level of SatisfactionRegional PerspectiveRegional Perspective
7 10 83
8 10 81
3 7 89
10 9 80
7 6 88
6 8 85
0% 20% 40% 60% 80% 100%
Dissatisfied Neutral Satisfied
3 8 89
2 7 90
6 8 86
7 11 82
5 7 87
5 8 87
0% 20% 40% 60% 80% 100%
Dissatisfied Neutral Satisfied
2001 Survey 2003 Survey
VAC
Pacific
Prairie
Ontario
Quebec
Atlantic
2%↑
1%↓
2%↑
9%↑
3%↓
6%↑
* The margin of error increases when groups of clients are separated from the total sample(i.e. for the regional perspective, the margin of error increases to +/- 5.8%, 95% of the time).
Drivers CategoryTotal
Clients%
War Vets%
Survivors%
CFMembers
%
Access to Services (10) 83.1 87.3 88.2 74.5
Communications (6) 88.7 90.8 91.2 82.0
Service Offered by Staff (7) 91.9 93.1 93.4 86.7
Overall Average 87.9 90.4 90.9 81.1
23 Service Drivers by Category23 Service Drivers by Category
Level of SatisfactionLevel of Satisfaction20032003
Highest Satisfaction Ratings (87%>)Highest Satisfaction Ratings (87%>)
Official language of choice Official language of choice (97%) (97%) (97%) (97%) = =
Courtesy of staff Courtesy of staff (96%) (96%) (96%) (96%) = =
Respect and dignity given to clients Respect and dignity given to clients (95%) (95%) (95%) (95%) = =
Clarity of verbal communication Clarity of verbal communication (95%) (96%) (95%) (96%) 1%1%↑↑
Protection of privacy/confidentiality (94%) (95%)Protection of privacy/confidentiality (94%) (95%) 1%1%↑↑of informationof information
Hours of serviceHours of service (93%) (90%) (93%) (90%) 3%3%↓↓
Ease of access to buildings Ease of access to buildings (92%) (89%) (92%) (89%) 3%3%↓↓
Clarity of written communications Clarity of written communications (92%) (89%) (92%) (89%) 3%3%↓↓
2001 2003 Variance
Highest Satisfaction Ratings (87%>)Highest Satisfaction Ratings (87%>)
Location Location (91%) (89%) (91%) (89%) 2%2%↓↓
Methods of contact available Methods of contact available (90%) (89%) (90%) (89%) 1%1%↓↓
Helpfulness & willingness to (90%) (91%) Helpfulness & willingness to (90%) (91%) 1%1%↑↑go the extra mile go the extra mile
Fair and equitable treatment (89%) (90%) Fair and equitable treatment (89%) (90%) 1%1%↑↑
Staff knowledge on programs (83%) (89%) Staff knowledge on programs (83%) (89%) 6%6%↑↑and servicesand services
Sensitivity of staff to issuesSensitivity of staff to issues (86%) (87%) (86%) (87%) 1%1%↑↑facing Canadian Forces Members facing Canadian Forces Members
2001 2003 Variance
Lowest Satisfaction Ratings (< 87%)Lowest Satisfaction Ratings (< 87%)
Waiting time to receive a written decisionWaiting time to receive a written decision (70%) (70%) (70%) (70%) ==
Waiting time on the telephone Waiting time on the telephone (79%) (81%) (79%) (81%) 2%2%↑↑
ParkingParking (79%) (70%) (79%) (70%) 9%9%↓↓
Ease in finding information Ease in finding information (78%) (80%) (78%) (80%) 2%2%↑↑on programs and services on programs and services
Information on applying for/ or accessing (82%) (84%)Information on applying for/ or accessing (82%) (84%) 2%2%↑↑a benefit or servicea benefit or service
Time to wait for an appointmentTime to wait for an appointment (85%) (83%) (85%) (83%) 2%2%↓↓
Ease of access by telephoneEase of access by telephone (89%) (84%) (89%) (84%) 5%↓5%↓
Questions being answeredQuestions being answered (85%) (86%) (85%) (86%) 1%1%↑↑
Signs and directions to office locationsSigns and directions to office locations (87%) (86%) (87%) (86%) 1%1%↓↓
2001 2003 Variance
Level of SatisfactionLevel of SatisfactionAccess to ServicesAccess to Services (Total Respondents)
Satisfaction Importance* Variance Satisfaction Importance* Variance
Hours of Service 93 73 +20 90 70 +20Building Accessibility 92 83 +9 89 80 +9Location 91 72 +19 89 76 +13Methods of Contact Available 90 80 +10 89 80 +9Ease of Access by Telephone 89 88 +1 84 86 -2Signs and Directions to Office Locations 87 76 +11 86 74 +12Time to Wait for an Appointment 85 88 - 3 83 90 -7Parking 79 72 +7 70 72 -2Time to Wait on the Telephone 79 83 - 4 81 79 +2Time to Wait for a Written Decision 70 88 - 18 70 86 -16Overall Average - Satisfaction/Gap85.5 80.3 +5.2 83.1 79.3 +3.8
2003 Total Respondents (1,447) Service Element
2001 Total Respondents (1,204)
* Level of importance/priority ascribed by Respondents to the service element
Level of SatisfactionLevel of SatisfactionCommunicationsCommunications (Total Respondents)
Satisfaction Importance* Variance Satisfaction Importance* Variance
Official Language of my Choice 97 92 +5 97 92 +5
Clear Verbal Communication by Staff 95 92 +3 96 93 +3
Clear Written Communication (Letters, Forms, etc) 92 94 - 2 89 90 -1
Questions Being Answered 85 93 - 8 86 91 -5
Information on Applying for or Accessing a Benefit or Service 82 92 - 10 84 90 -6
Ease in Finding Information on Programs and Services 78 89 - 11 80 87 -7
Overall Average - Satisfaction 88.1 92.0 - 3.9 88.7 90.5 -1.8
Service Element2003 Total Respondents
(1,447)2001 Total Respondents
(1,204)
* Level of importance/priority ascribed by Respondents to the service element
(Total Respondents)
Level of SatisfactionLevel of SatisfactionService Offered by StaffService Offered by Staff
Satisfaction Importance* Variance Satisfaction Importance* Variance
Courtesy of Staff 96 96 0 96 96 0
Respect and Dignity Given 95 95 0 95 96 -1
Protection of Privacy/Confidentiality 94 94 0 95 94 +1
Helpfulness and Willingness to go the Extra Mile
90 95 - 5 91 94 -3
Fair and Equitable Treatment 89 96 - 7 90 95 -5
Sensitivity of Staff to Issues Facing Canadian Forces
86 92 - 6 87 93 -6
Staff Knowledge of Programs and Services
83 93 - 10 89 95 -6
Overall Average - Satisfaction 90.4 94.4 - 4.0 91.9 94.7 -2.8
Service Element2001 Total Respondents
(1,204)2003 Total Respondents
(1,447)
* Level of importance/priority ascribed by Respondents to the service element
Examples of Service ImprovementExamples of Service Improvement
Level of SatisfactionLevel of Satisfaction
20012001 20032003 Improvement Improvement Ease in finding Ease in finding
information on programs information on programs and servicesand services
64 %64 % 72 %72 % 8 %8 %↑↑Information on applying Information on applying
for/ or accessing a benefit for/ or accessing a benefit or service or service
56 %56 % 71 %71 % 15 %15 %↑↑
Canadian Forces Veterans/Clients
Action taken to achieve results:
• Integrated Service Delivery Framework- Strong VAC presence at 17 CF locations across the country- Interdisciplinary Client Service Teams
• Seniors Canada On-line
• “Salute” - Quarterly Newsletter reaching more than 200,000 clients
Examples of Service ImprovementExamples of Service Improvement
Level of SatisfactionLevel of Satisfaction
20012001 20032003 ImprovementImprovement
Total RespondentsTotal Respondents 83 %83 % 89 %89 % 6 %6 %↑↑Canadian Forces Canadian Forces Veterans/ClientsVeterans/Clients 76 %76 % 83 %83 % 7 %7 %↑↑
Staff Knowledge of Programs and Services
Action taken to achieve results:
• National Training Programs and structured Orientation for new staff, and as well as for employees changing positions
• Specialized training offered in the following areas:-Post-Traumatic Stress Disorder-Dementia Care-Vocational Rehabilitation-Crisis Management
Overall, to what extent do VAC programs Overall, to what extent do VAC programs and services meet your needs?and services meet your needs?
Total RespondentsCanadian Forces Veterans/Clients
20012001 20032003 20012001 20032003
EntirelyEntirely 39% 38% 22% 25%For the For the most partmost part 33% 39% 37% 44%Only in Only in partpart 19% 16% 27% 19%Not at allNot at all 5% 4% 6% 6%
Can’t sayCan’t say 4% 3% 8% 6%
(72) (59)(77) (69)
Overall, would you say that over the last Overall, would you say that over the last 12 months the quality of service 12 months the quality of service
provided by Veterans Affairs has :provided by Veterans Affairs has :
Total RespondentsCanadian Forces Veterans/Clients
20012001 20032003 20012001 20032003
ImprovedImproved 22% 28% 21% 26%Stayed the Stayed the SameSame 55% 50% 54% 48%
DeterioratedDeteriorated 5% 4% 9% 5%Can’t SayCan’t Say 18% 18% 16% 20%
Primary Service Improvement Primary Service Improvement OpportunitiesOpportunities
1. Waiting time for a written response √ √
2. Ease in finding information on programs and services√
3. Information on applying for/ or assessing a √ √
benefit or service
4. Staff knowledge on programs and services √
5. Questions being answered √ √
6. Staff sensitivity to issues facing Members √ √
of the Canadian Forces
7. Waiting time for an appointment √ √
Service Elements 2001 2003
Secondary Service Improvement Secondary Service Improvement OpportunitiesOpportunities
Service Elements 2001 2003
1. Fair and equitable treatment √ √ 2. Helpfulness and willingness to go √ √
the extra mile
3. Clear written communication (letters, √ √ forms, etc.)
4. Respect and dignity given √
5. Staff knowledge on programs and services √
VAC’s PhilosophyVAC’s Philosophy Service Improvement is Everyone’s Responsibility!Service Improvement is Everyone’s Responsibility!
Deputy Minister Deputy Minister Management Management Accountability Framework Accountability Framework
Departmental ManagersDepartmental Managers Performance ContractsPerformance Contracts
Departmental Employees Departmental Employees Performance Appraisals Performance Appraisals
Clear AccountabilityClear Accountability is a critical component to is a critical component to continuous service improvement.continuous service improvement.
Through
Through
Through
VAC’s Quality of ServiceVAC’s Quality of Service
49% of respondents rate VAC’s service 49% of respondents rate VAC’s service
superior to other government departments; superior to other government departments;
3% say service is inferior.3% say service is inferior.
55% of respondents rate VAC’s service 55% of respondents rate VAC’s service
superior to other government departments; superior to other government departments;
3% say service is inferior.3% say service is inferior.
Next StepsNext Steps1.1. Evaluate the 2003 Survey Results relative to where we Evaluate the 2003 Survey Results relative to where we
are now and where we want to be in 2005;are now and where we want to be in 2005;
2.2. Reaffirm and/or adjust the focus of VAC’s Service Reaffirm and/or adjust the focus of VAC’s Service Improvement activities;Improvement activities;
3.3. Revise VAC’s published Service Standards;Revise VAC’s published Service Standards;
4. 4. Monitor and report performance relative to Service Monitor and report performance relative to Service Improvement activities – linking Performance to Improvement activities – linking Performance to Performance Contracts;Performance Contracts;
5.5. Communicate progress to Parliament via Report on Plans Communicate progress to Parliament via Report on Plans and Priorities and the Departmental Performance Report; and Priorities and the Departmental Performance Report; andand
6.6. Continue to make Service Improvement a priority within Continue to make Service Improvement a priority within Veterans Affairs Canada.Veterans Affairs Canada.
For Further Information Contact:For Further Information Contact:
Marlene ZalewskiManager, Strategic Priorities and Planning
Corporate Planning Division
phone: (902) 566-8797
fax: (902) 368-0437
email: [email protected]