Creating Satisfaction with Public Services

Core Values that build Customer Service

Challenges in delivering customer service

Core Values of Service Communication

Today’s topics

Challenges in

Customer Service

Delivery

Life (& Public Services) are not what they were in my

grandfather’s world!

Jack Welch - Former CEO of GE

Face reality as it is, not as it was

or as you wish it to be.

Future of Government, Public Sector Research Center – www.psrc.pwc.com, June 2013

Drivers of Public Service Change

• Budgetary Constraints

• Citizen Awareness

• Changing Demographics

• Greater Accountability & Transparency

Life is Complicated

Life is Complicated

• Public Safety costs

• Infrastructure costs

• Employee-related costs

• Cuts in state & federal aid

City Fiscal Conditions in 2013

National League of CitiesFactors Pressuring Local Budgets

Media and social activism have combined to create more demand for accountability and transparency.

Public Sector Research Centre – PriceWaterhouse Cooper

It’s a Social World

Tweeting

Visitors take photos of Pope Francis as he speaks from the central balcony of St. Peter's Basilica at the Vatican, Wednesday, March 13, 2013.(Michael Sohn - AP)

Everyone has a camera everywhere they go.

And people love to share their

pictures

Everything you do sends a message about who you are and what you value

We judge ourselves by our best intentions.

We are usually judged based on our last worst act.

Michael Josephson – Six Pillars of Character

We live in an age where there is a

Crisis of Trust

Trust-based

relationships are the

only scaffolding that

can effectively manage

the increased

complexity ahead.2010 Global IBM CEO Study

Trust is. . .

Trust Matters: Leadership for Successful Schools,

Megan Tschannen-Moran

Trust

is a willingness to be

vulnerable based on the

confidence in the other person

Building trust requires

a diligent focus

on Ethical Core Values

Values are like

fingerprints. Nobody’s

are the same, but you

leave ‘em all over

everything you do.

Elvis Presley

SAFEbuilt Core Values

Core Values

ServiceImprovementTeamwork

RespectIntegrity

We are respectful in the way we interact with everyone

Core Values

Respect

The people who make a

difference are not the ones

with the credentials, but the

ones with the concern.

Max Lucado

Everyone has a right to be treated with dignity, regardless of who they

are or what they have done

We have a responsibility to be the best we can be in all situations, even when

dealing with unpleasant people.

People will forget what you said,

People will forget what you did,

but

People will never forget how you

made them feel.

Maya Angelou

Great-Grandfather

My father needed a loan to finish college. When the local banker asked about assets to justify a loan, my father did not have enough to justify the loan. The banker then asked my father if he was as good a man as his grandfather.

The banker gave my father the loan because he knew my great-grandfather was a dependable and trustworthy man.

Grandmother

My grandmother had the highest GPA at her school. The principal called her to his office the week before graduation and told her that they were making someone else the valedictorian – because that girl could afford to go to college and it would make a difference for her.

It made a difference for my grandmother. She never forgot the hurt of that abuse. It made a difference for my father. He went on to become Director of Ethics for the Georgia Professional Standards Commission, where he dedicated his time to supporting equal treatment for all students and removing bad educators from the profession.

Staff AttitudePolite and Respectful StaffEmpathetic of situationSympathetic to needs

What do people want, need and expect from public services?2020 Public Services Trust at the RSA

Drivers of satisfaction with a public service:

People show respect by listening

People’s feeling that they are being

heard is the most powerful dynamic of

human interaction.

Warren Bennis

People show respect by treating others with

consideration

If you wish to persuade me, you must think my thoughts,

feel my feelings, and speak my words.

Cicero

TimelinessHow long is initial waitHow long is the process overallHow many times does the

customer have to make contact

What do people want, need and expect from public services?2020 Public Services Trust at the RSA

Drivers of satisfaction with a public service:

People show respect by withholding judgment

Never underestimate a person’s

intelligence nor overestimate their

knowledge of the information.

Anonymous

Before you start:

• Ask questions to better understand those you are speaking with.

• Remember that while an issue may be technical, its impact can be personal.

• Listening can only be accomplished without thinking of how you are going to answer.

Before you respond,Count to 3:

1st Thought: Emotional (Self)

2nd Thought: Logical (Self)

3rd Thought: Think about others

We choose to do the right thing, every time.

Core Values

Integrity

People with integrity are undivided and complete

People with Integrity behave in a

manner consistent with their beliefs,

not according to expediency.

Michael Josephson

People with integrity are honest

If you tell the truth, you don’t have to

remember anything

Mark Twain

People with integrity are sincere and candid

No half-truths

No silent omissions

People with integrity keep their promises

When you make commitments you build

hope

When you keep commitments you build

trust

Stephen Covey

People with integrity avoid conflicts of

interest

Professionalism

demands decisions based on merit,

never personal interests.

People with Integrity Abide by the

Laws, Rules, and Procedures

Governing their Profession.

Stephen Covey

ProfessionalismCompetent & Knowledgeable StaffBeing treated fairly

Reliability

What do people want, need and expect from public services?2020 Public Services Trust at the RSA

Drivers of satisfaction with a public service:

The Four-Way Testadopted by Rotary in 1943: 

Of the things we think, say or do:Is it the TRUTH?Is it FAIR to all concerned?Will it build GOODWILL and

BETTER FRIENDSHIPS?Will it be BENEFICIAL to all

concerned?

Always provide unequaled service levels to customers, both external and internal.

Core Values

Service

Covey quote

The fastest way to build trust

is to deliver results.

Stephen Covey

Delivering results shows competence,

responsibility, accountability and

performance.

Stephen Covey

DeliveryThe final outcomeThe way the service

kept its promises

The way the service handled any problems

What do people want, need and expect from public services?2020 Public Services Trust at the RSA

The #1 driver of satisfaction with a public service is:

•  What do we promise?

• When are we finished?

• How do we handle our problems?

Ask Yourself:

There is no “THEY.”

WE are THEY

We accept Responsibility

Being Responsible means:

Being in charge of your choices Accepting accountability Developing and maintaining your

professional skills Knowing & obeying the laws Fulfilling your commitments

The Six Pillars of Character, Michael Josephson

InformationAccurateComprehensiveTimelyAccessible

What do people want, need and expect from public services?2020 Public Services Trust at the RSA

Drivers of satisfaction with a public service:

Know the whole process – be able to answer all questions

• This is what you asked for. (How do you know)

• This is what we delivered. (How do they know)

• This is how well we delivered it. (How do we agree)

Can you tell the public the following information?

Before you walk away:

• Does everyone know what the next step is?

• Does everyone know why that step is next?

• Look everyone in the eyes to make sure there is no confusion.

We strive to continuously improve and understand how we can do better tomorrow.

Core Values

Improvement

Improvement begins with

I

Arnold Glasow

Caring is the heart of ethics and ethical

decision-making. That is because ethics is

ultimately about good relations with other

people.Michael Josephson

Complaints are Gifts

Janell Barlow, Ph.D.

Complaints are statements about expectations that have not been met. They are also

opportunities to reconnect with customers by fixing service or

product breakdowns.

Janell Barlow, Ph.D.

The process is yours

• Improvements start with suggestions or complaints – don’t dismiss them!

• Look through the eyes of the customer or citizen

• Think about everything

We have an environment where everyone is able to contribute

ideas. We encourage and reward creativity and initiative.

Core Values

Teamwork

The most important single ingredient in the formula of

success is knowing how to get along with people.

Theodore Roosevelt

When dealing with people, remember you are not dealing

with creatures of logic, but creatures of emotion.

Dale Carnegie

Tact is rubbing out another person’s mistake instead of

rubbing it in.

Dale Carnegie

Talent wins games, but teamwork and intelligence

wins championships.

Michael Jordan

Teammates:

• Talk in terms of benefits, problems and solutions

• Focus on the goal, not individual activities

THANKYOU

JON WALKERjwalker@safebuilt.com