The Broad Service Delivery Environment

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Service Canada’s current plans to transform service delivery are occurring in an environment supportive of modernization.

  • “Get it right first” is key, not service that is over and above (i.e. addressing the fundamentals).
    • Understanding needs, information quality, and efficiency dominate improvements;
      accountability also important, but down.
    • Compassion and personalized service regarded as least integral.
  • At this stage, recognition of recent changes low (but it is still early days).
    • Plurality see service delivery as unchanged from a few years ago.
    • No consensus otherwise (28 per cent getting “better” vs. 29 getting “worse”)
  • Strong link between awareness and recent contact.
    • Higher awareness and having recent contact boost impressions.

Perceived need to modernize service delivery

Q: To what extent does the Government of Canada need to modernize the way it delivers service?

2005 results - low extend (1-2) 6%, moderate extend (3-5) 61%, high extend (6-7) 27% and DK/NR 5%. 2006 results - low extend (1-2) 6%, moderate extend (3-5) 63%, high extend (6-7) 26% and DK/NR 5%.

Improving Service Delivery

Q: There are different ways for the Government of Canada to improve the way in which it delivers services to Canadians. If you had to pick one thing, would you want more emphasis placed on ... or ...?

Results 2005 - Compassionate staff 35%, More personalized service 41%, More convenient service 44%, Strong privacy and security safeguards 42%, Prompt and timely service 45%, Knowledgeable staff 48%, Fairness 47%, Accountability 60%, Reduced costs/greater efficiencies 57%, Consistent and accurate information 57% and Better understanding of clinets' needs 60%. Results 2006 - Compassionate staff 30%, More personalized service 43%, More convenient service 43%, Strong privacy and security safeguards 46%, Prompt and timely service 46%, Knowledgeable staff 48%, Fairness 52%, Accountability 53%, Reduced costs/greater efficiencies 59%, Consistent and accurate information 59% and Better understanding of clinets' needs 59%

Note: Presented in series of random paired choices; per cent indicates average number of times option is selected over all others.

Perception service delivery methods (a)

Q: Compared to a few years ago, would you say the way in which the Government of Canada delivers programs and services is ...

2006 Results - Getting a lot worse 7%, Getting worse 22%, No diffirent 37%, Getting better 26% and Getting a lot better 2%

Base: All Canadians; Apr./May 06, n=2,503

Perception service delivery methods (b)

Q: Compared to a few years ago, would you say the way in which the Government of Canada delivers programs and services is ...

Perception service delivery methods (b)

Contact with Government of Canada

Contact with Government of Canada

Base: All Canadians; Apr./May 06, n=2,503 * Differences are statistically significant from overall average


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