Behind the scenes of the Client Satisfaction Feedback Initiative
You may have heard of the Client Satisfaction Feedback Initiative (CSFI), but let’s explore how Shared Services Canada (SSC) collects feedback, its use, and why it is essential for constant service improvement.
How we collect feedback
SSC regularly seeks customer feedback from the chief information officers (CIO) of its 45 partner departments. In fact, CSFI has assessed partner satisfaction with SSC service offerings since 2015.
We send our partners two different types of online questionnaires – twice each year.
- We send out the General Satisfaction questionnaire in January and July. These follow the Citizen First model for service delivery and allow partners to report SSC’s overall service delivery performance and engagement practices.
The January exercise also includes a structured interview with each partner CIO. These interviews provide strategic and operational insight that greatly contributes to an effective partner relationship.
- We send out the second type of questionnaire in April and October. More detailed, it focuses on the individual services our partners actually consumed over the previous six months. SSC services are listed in the SSC Service Catalogue. This approach allows CIOs to drill down on how we can address service delivery issues.
How we use the feedback
The CSFI questionnaires and CIO interviews consistently provide value to SSC and our partners. The data we collect influence real-time change at SSC. For example, we proposed a new streamlined approach for installing Local Internet Access for the Canada Border Services Agency’s (CBSA) site back-up networks. This allowed CBSA to save time on getting pricing information, which sped up project completion.
When a CIO completed questionnaire is received, we share the response with their client executive (CE) to analyze with the partner’s departmental IT plans – and take immediate action when possible. The CE works with the responsible service line to find solutions and make continual improvements. To ensure accountability, we create action plans, which we track using our Continual Service Improvement Register.
Once we collect all CIO responses, we:
- compile the rated questions and share them with senior management across the department as preliminary results
- conduct a deeper analysis of the results and interviews and present a summary to SSC’s Operations and Services Board and Departmental Audit Committee
- feed the results into SSC’s Departmental Results report and the Management Accountability Framework , aligning with Treasury Board policies. These results are as far-reaching as the Parliament of Canada at their Standing Committee on Government Operations and Estimates, also known as OGGO
Why the feedback is important
SSC’s Senior Assistant Deputy Minister of Operations Management Branch, Greg McKay, recognizes the importance of partner contributions through the CSFI exercises.
“SSC’s strength as an organization is rooted in our focus on service excellence. The quarterly feedback we receive from our partners is extremely valuable to us. The feedback is analyzed and reviewed throughout SSC’s internal governance including the Departmental Audit Committee. Furthermore, service and departmental action plans are tasked when specific results signal service delivery issues. Finally, your feedback leads to action within our Continual Service Improvement process. We are hopeful that our partners see the value of these exercises and thank them for their ongoing participation.”
The CSFI questionnaires are tools both SSC and its partners use to continually improve services. Results over the years prove the exercise is making a difference, as ratings have consistently increased. As a service delivery department, regular partner feedback enables us to take note of lessons learned, build on our strengths, and address key areas for improvement. This client-centric approach demonstrates accountability in a whole-of-government approach to IT services, while paying attention to each department’s needs.