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NZers satisfied with Government Services

April 8, 2008

More than two-thirds of NZers satisfied with Government Services

“Staff working in the state sector are pleased to see that more than two-thirds of New Zealanders are satisfied with the government services they’re using,” says PSA National Secretary Brenda Pilott.

The State Services Commission today released the results of the first national survey to measure how New Zealanders rate their government services.

It found that 68% were satisfied with their most recent experience of using a government service. 75% felt the staff were competent. 70% felt the staff kept their promises. And 73% felt they were treated fairly.

“This is a very good result for our public services,” says Brenda Pilott.

“The 68% satisfaction rating is equal to the rating for public services in Canada, which is recognised internationally as a world leader in providing citzen-centred public services.”

Canada began conducting the surveys ten years ago to provide information on areas where it can improve its government services.

“Like the Canadians we can now use the information from this survey to make improvements in the delivery of our public services,” says Brenda Pilott. “But it is gratifying that our satisfaction rating is equal to Canada’s after just one survey.

The survey also looked at how New Zealanders rate their public services in comparison with similar private sector services such as banks, insurance companies and telephone companies.

Overall satisfaction for non government services used in the last 12 months was 58% compared to 62% for public services used in the same period.

“State sector worker can be proud that people are more satisfied with the public services they’re using than with private services they’re using,” says Brenda Pilott.

He says it’s interesting to note that people expect public services to be of higher quality than private services.

“This survey shows our public services are world class,” says Brenda Pilott. “We applaud the SSC for commissioning the survey as part of a programme to keep improving the delivery of our public services.”

The commision is planning to carry out further survey next year.


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