XYZ PRESCHOOL

How Can XYZ Preschool, Brooklyn, New York Increase the Effectiveness of Its Client Services?

XYZ Preschool Brooklyn

The Service Improvement Initiative applies to departments and agencies with significant direct service activities with Client services. This Guide outlines a series of interconnected steps to take you on the path to increased client satisfaction . There are four key questions to answer, or groupings of steps. After each question, you should pause and re-evaluate progress before proceeding.

1. Where are we now? It all begins with understanding where XYZ Preschool Brooklyn is now in terms of who are its clients and their current level of satisfaction. This involves two separate elements. First, an assessment to identify the key public services delivered by XYZ Preschool Brooklyn and who the actual clients are (step 1). Second, XYZ Preschool Brooklyn will determine the current levels of client satisfaction and expectations - as well as the client priorities for improvement for each of these key public services (step 2).

2. Where do our clients want us to be? In this stage, XYZ Preschool Brooklyn establishes where its clients want XYZ Preschool Brooklyn to be in the future. This starts with ensuring the mission statement of XYZ Preschool Brooklyn includes a service vision (step 3). XYZ Preschool Brooklyn must then decide how to improve Client services' satisfaction with the delivery of key public services. Priorities must be developed (step 4) and standards and targets set (step 5). (Paul , 1997)

3. How will we get there? In step 6, XYZ Preschool Brooklyn determines how it will achieve this future state - in short, how it will get there. This involves the creation of a service improvement plan.

4. How do we make it happen? In the final stage, XYZ Preschool Brooklyn looks at how it will make the improvements happen. The plan must be implemented (step 7) and monitored (step 8). Feedback must be sought from both clients and employees, with those findings assessed and used to reshape and improve the implementation plan. Finally, XYZ Preschool Brooklyn should establish a staff recognition program that ensures the hard work that goes into improved service delivery is rewarded (step 9).

Together, these nine steps provide a path to higher client satisfaction. We'll look at each step, in turn, in the next nine sections, showcasing how public service organizations can improve client service and satisfaction. (Paul , 1997)

Targeting Exercise - Identifying which Programs and Services to Include in the Service Improvement Initiative

An initial task to begin the Service Improvement Initiative will be to identify the key services for inclusion in the Service Improvement Initiative. Each department or agency embarking on service improvement will need to establish its priorities for applying the Service Improvement Planning and Implementation (SIPI) methodology. The following criteria are among those for use to identify programs and services included in the Initiative:

they reach a significant number or group of Client services;

they are related to the top priorities identified by the Citizens First survey; and/or

involve direct interaction with Client services at large, with ...