Service First Making Every Contact Count

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• Service First Making Every Contact Count
• Te mea tuatahi kia mau pai ki nga panga katoa

Using Citizen Feedback to Design and Improve
Service Delivery in the New Zealand Police NZ
Police Research Symposium 16 July 2008
Julie Batchelor Susan Campbell Kim Eathorne
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An experience.

• I dealt with one particular sergeant and he went
  out of his way to protect me and my children. I
  had to make a statement to the police and I was
  in a real state, my children were in a state and
  I didnt want to do the statement. He sat with me
  at my house probably for about five hours and we
  went through everything and when I was ready we
  filled things in and hes the policeman that even
  now will ring me up to see how things are going.
  UMR 2006

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Another experience.

• I used to hold Police in very high esteem until
  I had a personal dealing where everything turned
  to custard
• I would have trusted them to the end of the world
  because I had no reason not to
• but not now. UMR 2006

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Service First Te Mea Tuatahi

• Provide citizen-centred policing services that
  meet or exceed citizens expectations
• Improve citizens satisfaction with policing
  services
• Make every contact count

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A citizen focus is knowing.

• Who uses policing services
• How they use services
• What their expectations are
• What their satisfaction levels with service
  delivery are
• What drives their satisfaction, and..
• That the point of service delivery is the most
  critical part

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Why a citizen focus?

• World class Police service (Strategy)
• Public reassurance (Strategy)
• Listen to the community and make ways of making
  Policing more visible, accessible, and familiar
  to public (SOI)
• State Services development goal accessible and
  trusted state services (SSC)
• Commissioners Priority

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What is important to New Zealanders

• My expectations of service were met
• Staff were competent
• Staff kept their promises
• I was treated fairly
• My individual circumstances were taken into
  account
• It's an example of good value for tax dollars
  spent
• SSC New Zealanders Experiences, Drivers of
  Satisfaction Research

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Four Steps to Citizen-Centred Service
100
Value Added Services
4
85
Canadian Citizen First model
Service Improvements
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40
Citizen Centered Environment
2
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Listen to Voice of Citizen
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Progress towards World Class excellence
Service First Making Every Contact Count Te mea
tuatahi kia mau pai ki nga panga katoa
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Our approach

• Start with critical points of contact - at the
  station, over the phone, at the roadside

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Our approach.

• Listen to peoples policing experiences
• Dispersed project team
• Involve practitioners
• Appreciative focus what we do well
• Pilot Common Measurements Tool

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Service First Research Flow
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Drivers of satisfaction with service quality

• The service experience met your expectations
• Staff were competent
• Staff kept their promises
• You were treated fairly
• Your individual circumstances were taken into
  account
• Its an example of good value for tax dollars
  spent

Based on most recent service experience (last 12
months). From a list of 36 factors
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Drivers of satisfaction with service quality

• These 6 drivers account for 66 of total
  satisfaction

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Performance on drivers
Most recent service experience. Scale Strongly
disagree 1, Strongly agree 5. Total agree
45, Neutral 3, Total disagree 12
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Justice Security Drivers of Satisfaction
All services used last 12 months. Service quality
score 45. Scale 1-5, Very poor 1, Very good
5.
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Satisfaction most recent service experience
Most recent service experience. Scale 1-5, Very
dissatisfied 1, Very satisfied 5. Total
satisfied 45
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Research Objective

• To understand the needs and expectations of
  communities, and identify methods to align NZ
  Polices service delivery to those expectations

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Citizens Satisfaction Research

• Large-scale quantitative research
• Based on Common Measurement Tool
• Trust and confidence, perceptions of safety,
  service experience - drivers of satisfaction

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Citizens Satisfaction Research, contd

• General random and Comms Centre samples
• 8,300 respondents
• Confidence /- 2 national, /- 5 District
• Field work completed June 2008
• CATI, independent research agency
• Public counter questionnaire trial

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Literature Review Front Counter Design

• Comprehensive literature review of best practice
  for public/front counter design
• Station and other agency visits
• Considered a number of factors, including
• Accessibility, privacy, seating
• Staff safety
• Signage, opening hours, notice boards

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Outside-In Research listening to the voice of
the citizen

• External research with people who had a service
  interaction
• Focus groups
• In-depth interviews
• Exit interviews
• Focus on drivers of satisfaction

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You were treated fairly - External

• Telephone
• Being taken seriously
• Relevant people taking appropriate action
• Linked to keeping promises
• Its good for people to listen and acknowledge
  concern - that is the important part Tasman
• I was surprised they didnt offer to come around
  immediately Auckland
• You should be taken seriously and I was
  Tasman

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• Public Counter
• Different service according to whether seen as a
  victim or not
• Listening skills, judgments and assumptions -
  being taken seriously
• staff shouldnt make assumptions and let
  people's previous interactions with Police
  determine the level of service they receive
• "better if acknowledged or served straight away
  by people ready to serve. They are not ready when
  you speak to them, they just want to go home.
• staff shift the buck theyre not interested
  in dealing with you because of who you are and
  pass you onto other Stations.

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Outside-In Research listening to the
practitioners

• Internal appreciative focus what works well
• Practitioners used to champion service
  improvement initiatives when implemented
• Again, focus on drivers of satisfaction

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You were treated fairly - Internal

• Use your name shows you are accountable
• Show interest take the caller seriously
• Listen!
• Display empathy their call is important to them

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Service Delivery, Public Management
and Democratic Citizenship
Each service experience is
a moment of truth
Strengthens or weakens
confidence in public
institutions and democratic
citizenship
Both the challenge
and
the
glory of service delivery in
the public sector