Customer Service Evaluation Framework

Monitoring Customer Service

A Customer Service Monitoring and Evaluation Framework for Public Sector Entities is being developed to set up of a formal structure to identify and manage customer service performance. The framework will support existing customer service initiatives such as the Citizens Charter programme, the identification of best practices and common metrics. The framework-

• Providesdetailed, measurable information about quality of service delivery invarious bodies will help to design solutions to address identifiedweaknesses.
• Ensuresmeasures being put in place for service improvement are evidence-basedusing metric-measurement in order to better inform policy changes whichcan be applied across the entire government service.
• Providesgreater opportunity for customers to influence the improvement ofgovernment services by setting up tools to generate meaningful customerfeedback to be re-channelled into organizations’ service priorities.
• Provides acommon measuring tool which is tailored for but not limited to any oneorganization and is therefore easily replicable for various agency types.
• Provides acost-effective way to implement and assess service standards.

The framework is slated for pilot-testing in thirteen (13) select entities with existing Citizens Charters during the next financial year