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PSA Leading Role In Developing Productivity Kit

July 17, 2008
For Immediate Use

PSA Played Leading Role In Developing Productivity Took Kit for State Sector

The Public Service Association worked with the Department of Labour and the State Services Commission to develop the State Sector Productivity Toolkit launched today.

The kit was launched by Labour Minister Trevor Mallard It provides practical advice on how public sector workers can enhance their productivity and improve the delivery of services to the public. It includes case studies of programmes that have achieved these goals.

These include a mobility tool that enables health and safety inspectors, employed by the Department of Labour, to provide more timely and accurate advice while working in the field. And service improvements in the Immigration Contact Centre that reduced staff attrition by one third and dramatically improved customer satisfaction ratings.

“The PSA played a leading role in developing the productivity toolkit,” says PSA National Secretary, Richard Wagstaff.

“That’s because public service workers tell us that they want our public services to be as effective as possible in meeting the public’s needs.“

“They take pride in the fact that New Zealand’s public services are recognised as world class and are motivated to make them even better.”

In April a Nielsen survey found that 68% of New Zealanders were satisfied with their most recent experience of using a government service. The Kiwis Count Survey was commissioned by the State Services Commission. It found that 75% of the public felt government services’ staff were competent. 70% felt the staff kept their promises. And 73% felt they were treated fairly.

The 68% satisfaction rating is equal to the rating for public services in Canada. Canada has been running these surveys for 10 years and is acknowledged internationally as a world leader in providing citizen-centred public services.

The SSC is using the information from the first Kiwis Count survey as part of its programme to keep improving the delivery of our public services. Another survey is planned next year.

“The PSA plays an active part in this on-going work to enhance the delivery of public services,” says Richard Wagstaff.

“That’s because improving productivity and service delivery in the public service is a key priority in our Partnership for Quality Agreement with the SCC and the Government.”

The PSA and SCC organised the Partnership, Productivity and Public Value Conference at which Mr Mallard launched the productivity toolkit.

“The conference has provided an opportunity for staff from nine government agencies to share what they’re doing to improve the services they provide,” says Richard Wagstaff.

“It’s another example of their commitment to making our world class public services even better,” says Richard Wagstaff.


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