Services Related To The Department Of Human Services Satisfaction Research Program Specification

The main objectives of this research program are to:

(a)identify the level of overall customer, provider, and business partner satisfaction with the quality of our staff and services provided by The Department of Human Services (DHS);

(b)enhance the current level and quality of satisfaction survey activity carried out by DHS;

(c)integrate the current approaches to satisfaction survey programs to allow comparisons of master programs across DHS;

(d)introduce scope to benchmark against external service delivery organisations;

(e)introduce an innovative approach to survey methods and data gathering to capture a wider range of respondents and to constrain program cost;

(f)measure departmental and master program performance against the key drivers of satisfaction; and

(g)measure and report customer satisfaction performance against internal and external standards.

The survey will also be used to:

(a)identify satisfaction within a range of elements of service delivery;

(b)identify new/emerging drivers of satisfaction; and

(c)monitor awareness of DHS' services.