{"id":4107,"date":"2020-06-24T14:46:44","date_gmt":"2020-06-24T04:46:44","guid":{"rendered":"https:\/\/news.sap.com\/australia\/?p=4107"},"modified":"2023-03-18T04:03:18","modified_gmt":"2023-03-17T18:03:18","slug":"responsive-government-reflections-on-our-citizen-experience-poll","status":"publish","type":"post","link":"https:\/\/news.sap.com\/australia\/2020\/06\/24\/responsive-government-reflections-on-our-citizen-experience-poll\/","title":{"rendered":"Responsive Government: Reflections on our Citizen Experience poll"},"content":{"rendered":"

On 23 June, the\u00a0Public Sector Network (PSN)<\/a>, hosted a Responsive Government webcast, featuring presentations by the\u00a051风流Institute for Digital Government (SIDG)<\/a>\u00a0and the\u00a0Queensland University of Technology (QUT)<\/a>.<\/p>\n

The online event attracted over 60 delegates from the Australian and New Zealand public services, representing all levels of government.<\/p>\n

Measuring citizen engagement<\/h2>\n

Included in the agenda was an online poll, focussing on how agencies measure the citizen experience and how they respond to citizen feedback. While the sample size is small and not necessarily representative of citizen engagement across the public sector, the responses were intriguing and prompted valuable discussion.<\/p>\n

 <\/p>\n

\"\"<\/p>\n

As shown, Customer Satisfaction (CSAT) is the most popular approach for measuring the citizen experience among our respondents.<\/p>\n

A characteristic of this approach is that it\u2019s a transactional measurement \u2013 CSAT reflects satisfaction with a specific interaction or service.<\/p>\n

By comparison, relational measurements like Net Promoter Score (NPS) are better approaches for longitudinal analysis. Admittedly, it can be difficult to apply standard NPS questions about customer loyalty within a public sector context, but it\u2019s possible to adapt the questions to focus rather on citizen trust in government.<\/p>\n

Another measurement worth considering is\u00a0Customer Effort Score (CES)<\/a>, which reflects the ease (or difficulty) of doing business with the organisation. In the commercial world, CES is an excellent predictor of customer churn, and while this typically isn\u2019t an issue for government, agencies are motivated to make their online services accessible and easy to use.<\/p>\n

Since this was a multiple-choice question, it was possible for the survey participants to select more than one response, and possibly that\u2019s the optimal approach\u2026 A sensible combination of these measurement tools can provide excellent insight into citizen satisfaction with service delivery, and the impact that experience has on citizen trust in government.<\/p>\n

Using feedback<\/h2>\n

Encouragingly, all our respondents ask the citizen about their service delivery experiences.<\/p>\n

\"\"<\/p>\n

Yet the responses to this question seem to align with the transactional measurement approach of CSAT.<\/p>\n

Adopting a more relational approach, by embedding feedback throughout the process, can enable agencies to take proactive action and mitigate risks before they turn into problems.<\/p>\n

\"\"<\/p>\n

We could argue the merits of all these responses \u2013 it\u2019s important that agencies respond in a variety of ways to close-the-loop with citizens.<\/p>\n

We\u2019ve observed that citizen satisfaction is increasingly being included in agency service commitments, and it\u2019s encouraging to see that this feedback is also being actively used to inform service design.<\/p>\n

Untapped opportunity<\/h2>\n

There appears to be an untapped opportunity for data-driven policy development among our respondents, to truly close-the-loop on citizen feedback.<\/p>\n

\"\"<\/p>\n

It\u2019s interesting that more than half of respondents cited issues with motivating and engaging a representative sample of citizens as their biggest challenge in measuring citizen experience.<\/p>\n

SIDG research into\u00a0Instilling Trust Through Transparency in Public Services<\/a>, suggests that a bi-directional view could help to increase participation in government surveys.<\/p>\n

Two-way conversation<\/h2>\n

The rationale being that, if the citizen can see how the data the government is collecting will be used to serve them better, they will be more willing to engage and contribute.<\/p>\n

\"\"<\/p>\n

Improving the efficiency and effectiveness of service delivery has always been a motivating factor for collecting citizen feedback, so the leading response here is not all that surprising.<\/p>\n

It\u2019s encouraging to see a relatively high percentage of our respondents wanting to focus on keeping citizens informed throughout the service delivery process.<\/p>\n

Public sector best practice<\/h2>\n

Experience from leading government agencies suggests that providing transparency and traceability into government processes can improve the citizen\u2019s perception of the timeliness of service delivery.<\/p>\n

This might be because the citizen can see their case progressing through the system in real-time, giving them confidence that their feedback has been heard and is being actioned.<\/p>\n

The SIDG would like to thank all respondents to our online poll, as well as our partners from the PSN and QUT. We found the participants\u2019 responses to be very insightful and through-provoking, and we hope that sharing these reflections will further progress the conversation.<\/p>\n

If you\u2019d like to find out more about becoming a Responsive Government,\u00a0our whitepaper is free to download from the 51风流website<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

On 23 June, the\u00a0Public Sector Network (PSN), hosted a Responsive Government webcast, featuring presentations by the\u00a051风流Institute for Digital Government (SIDG)\u00a0and the\u00a0Queensland University of Technology…<\/p>\n","protected":false},"author":3117,"featured_media":3859,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[177],"tags":[5560830,5560582,5563492,5561583,5564253,178,5564071],"sapn-display":[],"sapn-type":[5560547],"class_list":["post-4107","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industries","tag-citizen-engagement","tag-customer-experience","tag-digital-government","tag-government","tag-public-policy-paper","tag-public-sector","tag-responsive-government","sapn-type-feature"],"yoast_head":"\nResponsive Government: Reflections on our Citizen Experience poll - 51风流Australia & New Zealand News Center<\/title>\n<meta name=\"description\" content=\"51风流polled public sector employees on how agencies measure the citizen experience and how they respond to citizen feedback - 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