The Survey Kiosk Tablets project is an initiative aimed at enhancing the monitoring and evaluation of service quality across public service delivery points. The project involves the deployment of touchscreen tablets at designated service sites, enabling the systematic collection of real-time feedback on customer experience. Each kiosk provides a simple interface through which service recipients can indicate their level of satisfaction by selecting one of three options: Good, Neutral, or Bad. The data gathered through these devices is transmitted securely and aggregated for analysis by the Quality of Service Directorate. The primary objective of this initiative is to establish a consistent and efficient mechanism for measuring service performance, identifying areas for improvement, and supporting evidence-based decision-making to uphold and improve standards within the Public Administration.
Other Initiatives
Quality Assessments
The Quality of Service Directorate conducts Quality Assessments to evaluate the standard ot service provided by departments or public entities. These assessments are one of the quality assurance tools used by the Directorate to measure service quality. Here are the key principles of how the Quality Assessment is carried out:
- Typically, the Quality Assessment is conducted on-site at the department or entity being evaluated. This allows assessors to observe and follow processes firsthand.
- Monitoring includes various aspects such as client experience, physical internal files, and management systems (including Client Relations Management systems, Document Management systems, etc.),
- The Quality Assessment process is announced to the department or entity being assessed, and a date for the assessment must be agreed upon between the QSD and the entity.
- Unannounced assessments may also occur within an agreed period between the QSD and the assessed department or entity.
- During the assessment process, the department must be available to the assessors. It should provide documentation, allow observation of service provision, grant access to back offices, and, if applicable, facilitate meetings with management and staff.
The services covered by the quality assessment vary significantly in type, nature, and deliverability. Therefore, the assessment must be adjusted and aligned based on the service being evaluated. As a high-level concept, the quality assessment is based on the five determinants of the SERVQUAL model: Responsiveness, Accessibility, Tangibles, Empathy, and Responsiveness, and quality standards in line with those used in Mystery Shopping exercises.
