- Electronic contracting
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- Headquarters and Electronic Board
- Electronic processing
Service cut April 5 – 8: planned actions in relation to the services affected by the calculation of deadlines
The ultimate goal of public administration is provide services that meet the needs and expectations of the people. To know whether we are doing well or not, it is vitally important to systematically collect the perceptions that users of our services have and analyze their evolution over time. Only on the basis of this information can we make the best decisions about the improvements and changes we have to make about the services we offer.
The AOC Consortium is committed to assessing the satisfaction of users of digital services using the methodology Net Promoter Score tailored to the specifics of the public sector. This methodology is based on the question "how likely are you to recommend this service to a friend or friend?". On a scale of 0 to 10, the following are considered:
- Promoters: those that value with a 9 or 10; they are very satisfied with the service or product and will speak proactively and enthusiastically about it.
- Liabilities: those that value with a 7 or 8; they are satisfied with the service or product and will speak positively if asked but will not do so enthusiastically.
- detractors: those that value between 0 and 6; they are dissatisfied with the service or product and will speak negatively of it.
With this methodology we have designed short digital surveys (answered in less than a minute) that generally have a few very selected questions:
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- NPS where the public service recommendation is evaluated from 0 to 10
- Open question why of the valuation
- Ask if you want to make a proposal for improvement or suggestion
We have applied these surveys to all AOC services, both for citizens and for public employees who use them, in a context that greatly facilitates the obtaining of a high volume of responses and ensures that there is a sufficiently representative sample.
We are currently collecting more than 30.000 monthly surveys of all AOC services. The following graph shows the satisfaction of our users.
Red: Unsatisfied Users (0-6); they will speak poorly of the service
Light Green: Satisfied Users (8-9); they will speak well of the service
Dark Green: Very Satisfied Users (9-10); they will speak very well of the service
For more information on the NPS methodology adapted to the public sector and / or the criteria that we apply to the AOC for satisfaction surveys, you can read the post "Satisfaction with the use of digital public services"On our innovation website.
And remember: "In order to provide the best public services, one must evaluate the perception of user satisfaction."