Finnish Service Barometer Johanna Nurmi Counsellor

Esitys aiheesta: "Finnish Service Barometer Johanna Nurmi Counsellor"— Esityksen transkriptio:

1 Finnish Service Barometer Johanna Nurmi Counsellor johanna.nurmi@vm.fi

2 pp.kk.vvvv Osasto Public Management Department 11 April 2008 2 The levels of measurement in Finland Customer satisfaction measurement on the agency level as part of the performance management formula Customer satisfaction measurement focusing the total public service production

3 pp.kk.vvvv Osasto Public Management Department 11 April 2008 3 The key ideas of the Finnish Performance Management -formula Hierarchy of targets: 1. societal impacts – effectiveness, responsibility of ministries 2. operational targets, responsibility of agencies  efficiency  quality

4 pp.kk.vvvv Osasto Public Management Department 11 April 2008 4 Quality targets and indicators in the performance management  Obligatory part of every performance agreement between the ministry and the operative actor – the agency.  Based on indicators  Normally divided on  “technical” dimension  customer quality dimension Hundreds of quality targets used in agreements

5 pp.kk.vvvv Osasto Public Management Department 11 April 2008 5 The global measurement approach 1/4  Commissioned by the Ministry of Finance  The method created by two Finnish expert organisations, Statistics of Finland and the Consumer Research Centre  Covers eight (8) services,  5 basic municipal services and  3 services produced by Government agencies

6 pp.kk.vvvv Osasto Public Management Department 11 April 2008 6 The global measurement approach 2/4 Municipal services studied:  children’s day care  primary schools  public libraries  doctor’s appointments in health centres  health centre emergency visits

7 pp.kk.vvvv Osasto Public Management Department 11 April 2008 7 The global measurement approach 3/4 Government services studied:  sense of security produced by police  tax office services  highway maintenance outside cities

8 pp.kk.vvvv Osasto Public Management Department 11 April 2008 8 The global measurement approach 4/4  Data collection by telephone interviews  Sampling between 2000 and 5000 depending on the usualness of the service consumption  Wide set of background information upon those chosen to the sampling  Length of the interview limited to 20 minutes

9 pp.kk.vvvv Osasto Public Management Department 11 April 2008 9 The global measurement results 1/2  Data has now been collected for 5 years; 2003- 2007  The first analytical publication on trends was launched in September 2006  The overall picture tells that the quality gains fairly high appreciation among the public  the average on scale from 4 to10 varies between 8,0 and 8,18  the users give higher scores than the non-users

10 pp.kk.vvvv Osasto Public Management Department 11 April 2008 10 The global measurement results 2/2  No major differences between the 8 services in general  No major differences between the regions  No major changes between different variables within one service – the diagrams follow the same shapes

11 pp.kk.vvvv Osasto Public Management Department 11 April 2008 11 Customer Satisfaction Index – Finland 2003-2007 Yhteyden saaminen puhelimitse Vastaanottoajan saaminen Odotusaika toimenpiteisiin paikan päällä Odotusaika lääkärin vastaanotolle paikan päällä Terveyskeskuksen aukioloaika Ajan riittävyys lääkärin vastaanotolla Lääkärin halu ja taito kuunnella ja vastata kysymyksiin Lääkärin ammattitaito (kyky tunnistaa ongelma, toimenpiteiden perusteellisuus ja sujuvuus) Lääkärin antamien tietojen ja ohjeiden selkeys ja ymmärrettävyys Muun henkilökunnan palvelualttius Muun henkilökunnan antamien tietojen ja ohjeiden selkeys ja ymmärrettävyys Terveyskeskuksen tilat ja opasteet Terveyskeskuksen sijainti Yleisarvosana omalle terveyskeskukselle 6,57,07,58,08,59,09,5 Keskiarvo 4-10 2003 2004 2005 2006 2007 Doctor’s appointments in health centres 2003-2007 Scale: 4-10 Location of the health centre Making the appointment Reaching the centre by phone Expertise of the doctors, service attitude of the staff, willingness to listen to customers etc. opening hours of the centre, waiting times at the centre, lenght of the appointment

12 pp.kk.vvvv Osasto Public Management Department 11 April 2008 12 Customer Satisfaction Index – Finland 2003-2007 Asuinympäristön koettu turvallisuus Autovarkauksien selvittäminen Talousrikosten selvittäminen Asuntomurtojen selvittäminen Poliisin partiointi Huumerikosten selvittäminen ja paljastaminen Päihtyneiden huostaanotto Väkivaltarikosten selvittäminen ja torjunta Kotiväkivaltaan puuttuminen Kiireellisiin hälytyksiin vastaaminen Liikennevalvonta Poliisin toimistopalvelut erilaisten lupien myöntämisessä 6,57,07,58,08,59,09,5 Keskiarvo 4-10 2003 2004 2005 2006 2007 Sense of security produced by police 2003-2007 Scale: 4-10 Sense of security in ones own neighbourhood Solving car thefts Services on granting different linceses. Everything else from traffic control to solving drug crimes and white-collar crimes

13 pp.kk.vvvv Osasto Public Management Department 11 April 2008 13 What can we do with the results?  We can follow if there are any significant changes in one or more services.  ”Is everything ok in general?”  We can build a global picture of what are the most challenging parts of certain services.  ”We know where to look for troubles”.  We can see if the general appreciation level of public services change.  ”Can we expect a decreasing willingness of the tax payers to finance the public service provision?”

14 pp.kk.vvvv Osasto Public Management Department 11 April 2008 14  The results do not indicate in any way how the processes should be improved What can we not do with the results? For that a more detailed approch is needed, e.g: customer panels and customer journey mapping.