Frank Faber November 4 2012

1. Frank FaberNovember 4 2012 China Tianjin HR Development Service Center Citizen charter China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

2. it’s all about culture China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

3. The most important question: why? why how what 3 China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

4. Citizen charter/service standards: 3 elements Customer driven service standards Communication Control / Compensation China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

5. Incentive mechanism citizen charter Transparency \ Vulnerability Service standards should be openly communicated at the place where services are provided. This makes the organization live up to the promises done. No easy task. To let the incentive work, it is necessary that: Promises are customer-driven: listen to customers and use knowledge of customer needs The Public Service Organization has a policy in case a service standard is not met: - enable customer to bring to notice that a promise is not met - even better: be pro-active in providing apologies a ‘compensation’ Monitoring /accountability - measuring performance rates of service standards - measuring number of compensations China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

6. Requisites for effective service standard customer driven: reflection of needs good findable: where service delivery occurs verifiable: not ‘average’ or ‘in 90% of … ‘ clear: to the point China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

7. Characteristics of effective service standards (1) Service standards are: customer-driven > address relevant aspects of service provision > relevant is according to the needs of users of services China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

8. Characteristics of effectiveservice standards (2) Service standards are: Findable > preferably at the place of the service the service delivery - on the counter - on the website / in the product catalogue - under the signature of an e-mail - in a letter etc China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

9. Service standards are findable China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

10. Characteristics of effectiveservice standards (3) Service standards are: verifiable during the actual service providing - ‘We will reply your letter/e-mail within 5 working days’ and not ’your request will be processed within an average of 5 days’. - ‘You will be attended within 15 minutes’ (‘hard’) and not: ’ your service will prepared while you are waiting’ (‘not concrete’) - Avoid the tone of ‘standard operating procedures’. A commitment like ‘We provide fast delivery within 1 day in 90% of visits’ is of no interest to a customer. China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

11. Characteristics of effectiveservice standards (4) Service standards are concrete: > Keep the language straightforward, avoiding unnecessary reservations. Avoid words and phrases like: not, never (use positive wording) always (for this is virtually equivalent to a commitment) average, in most cases (does not relate to a commitment to an individual customer) with the exception of, on the condition that, unless (it ceases to be a commitment) we attempt, we strive (a commitment is more than a well intentioned attempt) China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

12. Service standards also for the staff China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

13. methaphor China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

14. What management does when customers don’t get what they are promised? 1) Preventing - with good functioning, citizen driven service standards - is preferable above adjusting afterwards: Celebrate successes and confirm in this way the values of the public administration Monitoring so you can convince staff with objective figures Discuss the results in the staff meetings, with a special focus on the role of middle management If there is a structural problem: Look closer to operational processes Decline the level of ambition (which is a sign of organisational poverty) China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

15. Customer driven service delivery example China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

16. Do service standards help? The Netherlands: 87% of citizens positive to very positive UK: using the Charter Mark tool 5% increase in satisfaction rates China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

17. Customer satisfaction measurement China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

18. Customer driven citizen charters: gathering knowledge of customerneeds You are asked because of your experience. For that reason you are an expert. These questions serve to result in information to improve services. Questions for individual citizens/customers: What service did you get? How probably it is you speak very positive about the service to a colleague, a relative or a friend (on the scale 0 – 10 ; 0 not likely – 10 very likely) 3. Could you motivate the score? What could be done better? Or: What did you appreciate? 4. Thanks for participating China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

19. Sercive standards: examples If you do not have an appointment, the waiting time will be a maximum of 5 minutes. We try to make the waiting time in the public hall as pleasant as possible. Tea is available free of charge while you wait. We will answer your letter within 7 working days. The letters you receive from us will be in clear and easy to understand language In case of a complaint we will contact you within 2 days and make an appointment about the follow up Filing a complaint report at the police station (theft, act of violence): We will safeguard your privacy: you can file your report in a separate room The police will telephone you within 30 days to keep you informed of the results of the investigation arising from your complaint report China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

20. Implementation plan Six Steps to a Citizen Charter with Service Standards 1. Decide to implement a citizen charter 2. Draft a set of customer driven set of service standards 3. Consult staff about service standards 4. Write a citizen charter with all information relevant for customers and do the testing. 5. Publish in style 6. Control: monitoring, registration and accountability China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

21. Five Hearts Rule: sincerecareful, patientl, attentive, wholeharted China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

22. Service delivery based on needs of customers (citizens and entrepreneurs): mindset A) Inventory of needs of citizens and entrepreneurs concerning public service delivery • D) Service delivery: • good quality / effective • - procedural justice • - empathic attitude and • behaviour • transparency of supply • (service standards) • - cost efficiënt E) Higher satisfaction for customers and more confidence in public administrations B) Collect qualitative information on needs: - webcare/social media, - Net Promotor Score (NPS) - focus group - measuring of customer satisfaction - (front desk) interviews C) Conduct of business Culture in organisations: thinking from living world and needs of customers (mindset) Management of expectation: transparent communicating of client oriented service standards • Other instruments of conduct of business like • - monitoring • optimizing processes e.g. lean • - informal approach • channels strategy • digitalisation • implementation of information infrastructure (ICT) China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

23. Last but not least: personal effectiveness The Toltecs with ‘the four agreements’ : Be impeccable with your word Don’t take anything personal Don’t make assumptions Always do your best China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目

24. Questions? China-Europe Public Administration Project II (CEPA II) 中欧公共管理二期项目