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In a time of universal deceit, telling the truth is a revolutionary act.
(George Orwell)

Document T050

Defining a 10% Improvement: Giving Concrete Meaning to the Key SII Objective

Report presented to the Treasury Board of Canada Secretariat, March 2002

The key objective of the 2000 Government of Canada Service Improvement Initiative is to reach a minimum 10% improvement in client satisfaction over the five years of the Initiative (by 2005) for each key service to the public. Another commitment of the Policy Framework for Service Improvement in the Government of Canada is to "report within the existing annual RPP (reports on priorities and plans) and DRP (departmental performance reports) planning and reporting process on: [...] annual improvements in client satisfaction [and] progress toward five-year satisfaction targets".

This report discusses the following issues in relation to these commitments:

13 pages, 261k [PDF format]


Document T061

Formative assessment of organisational effectiveness frameworks, consultation paper

Report presented to the Treasury Board of Canada Secretariat, February 2000

This report analyses five management frameworks to identify overlapping areas and idiosyncrasies. Its objective is to discuss the way in which these frameworks could be integrated to produce a more encompassing framework of organisational effectiveness.

The analysis is limited to frameworks used within Treasury Board Secretariate with the addition of a UK-based model which has been the subject of attention recently. The frameworks or models included in the analysis are:

The analysis lays out the elements of each framework reviewed within each of three categories: purpose, principles (or values) and criteria (or areas). Within each category, the details of the models are cross-referenced to the NQI framework to ease the identification of elements which are particular to a model and the connections among models.

It is found that each model presents valuable features:¨

The discussion of the possible rapprochement of these models concludes that:

60 pages, 413k [PDF format]


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General address : service@circum.com
Benoît Gauthier : gauthier@circum.com, @BGauthierCEEQ
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238 Fleming Road, Cantley, Québec J8V 3B4