Customer Satisfaction Survey, Service Delivery Improvement and Problem Resolution for DILP
The Department of Licenses, Inspections and Permits (DILP) leadership needed to launch an initiative to improve business processes that would deliver a higher level of customer service to a large and diverse group of citizen-customers. DILP collects input from more than a dozen State and County ruling authorities and the complexity of a typical transaction often resulted in a lengthy cycle time before final approvals were issued.
The initiative to improve was aimed at gathering unbiased data that accurately portrayed customers’ perceptions of service delivery levels. Once objective survey data was collected it was analyzed to help achieve the following:
- Content Development and Training
- Facilitation / Workshops
- Statistics / Data Collection / Analytics / Surveys
- Performance Improvement / Measurement
- Industrial and Management Engineering
- Process Reengineering / Six Sigma
- Organizational Assessment
Key Action Steps
- develop clear standards ("Service Rituals") and best practices for providing an improved customer experience
- re-direct and implement change in the organizational culture with greater focus on customers stakeholders
- create measureable solutions that would be embraced by all stakeholders - customers, employees and leadership
- develop lean business processes to decrease cycle time without any adverse impact on the integrity of governing regulations
Solution Types
for this Project
- Organizational / Functional Assessments
- Process Reengineering / Efficiency Improvement
- Performance Enhancement
- Strategic Planning
- Workforce Analysis / Organizational Design
- Sourcing Analysis
PME worked closely with the DILP team to create a tailored long-term solution to meet the organization's needs. A thorough analysis of the survey data collected led to a first draft of a Strategic Plan.
Subsequently, PME conducted a series of meetings and workshops with leadership and line-level employees aimed at identifying adjustments needed to successfully implement the plan.
Key Accomplishments of the Comprehensive Improvement Plan
- Launched a quantitative customer satisfaction survey, analyzed responses from 3500 customers, performed statistical validation and testing of the results, and achieved a remarkably low margin of error.
- Derived and prioritized a set of improvement initiatives and an action plan following a detailed assessment of survey results and subsequent personnel interviews.
- Facilitated Problem Resolution Teams (PRTs) to address dysfunctional business processes that adversely impacted customers and employees.
- Established standards for timeliness, service guarantees, and transaction processing and created a common vision of shared goals that bridged all cultural and functional barriers.
- Incorporated the standards and goals into a pamphlet of Service Rituals that set clear and higher expectations for the customer experience.
- Authored and conducted training for DILP employees to help them fully embrace and implement the service rituals.
