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Key Points
Measuring service quality 2019
Center for eGovernment Studies
2
Background
Background
3
Citizen First (Canada)
Satisfaction
Quality
4
Goals
Kantar Public, Mens Centraal & Ministry of the Interior & Kingdom Relations (Directorate Digital Government)
Development and validation of new 'quality model' to guide implementation of NL DIGIbeter
Ministry of the Interior & Kingdom Relations
Design
5
Three parts
• Literature review Scientific, applied, policy Conceptual research model
• Focusgroups 5 sessions with citizens (4) & companies (1) Adjusted model
• Questionnaire 3702 citizens (3120) & companies (582)Model test (and more)
Conceptual model
6
Factors underlying dimensions
Supportive
Solution orientation
ResponsibilitySecurity
Transparency
Data control
Trust
Privacy
Comprehension
Accessibility
Simplicity
User friendly
Findability
Personal
Freedom of choice
Pro-Active
Speed
Ease of usePleasantness
Uniformity
Conceptual model
7
Factors underlying dimensions
Supportive
Solution orientation
ResponsibilitySecurity
Transparency
Data control
Trust
Privacy
Comprehension
Accessibility
Simplicity
User friendly
Findability
Personal
Freedom of choice
Pro-Active
Speac
Ease of usePleasantness
Uniformity
Removed
Final model
8
Dimensions
Supportive
Solution orientation
ResponsibilitySecurity
Transparency
Data control
Trust
Privacy
Comprehension
Accessibility
Simplicity
User friendly
Findability
Personal
Freedom of choice
Pro-Active
Speed
Ease of Use
Security and trust Help & Support Accessibility Service Design
Final model
9
After adjustments
Satisfaction
Perceived Quality
Safety &Security
Help &Support
Accessibility
Service Design
Dimensions
Evaluation
Personal Characteristics
Demography
Media-use
Role(citizen/company)
10
Evaluation
26.0%
13.1%60.9%
22.5%
14.5%63.1%
Perceived Quality Satisfaction
Negative Neutral Positive
Evaluation
11
TotallyDisagree
Neutral Totally Agree
0.65
0.67
0.52
0.81
0.85
0.61
-3 -2 -1 0 1 2 3
Total
Citizens
Business
Quality
Satisfaction
• Dual measurement for characteristics:
• Helps to test model and determining importance of variables.
• Helps to shape policy agenda
12
veryimportant
notimportant
positiveevaluation
negative evaluation
Goodareas:
Monitor
Potentialoverkill:
Temperance
Lowpriority:
No investment
Focal areas:Invest
CharacteristicsImportance and evaluation
Characteristics
13importanceevalua
tion
Characteristics
14importanceevalua
tion
help & support
service design
security & trust
accessibility
15
ModelGradient Boosted Tree
Quality SatisfactionAccuracy 62,52% 64.34%Root Mean Squared Error (RMSE) 0.994667 0.977235
Perc. qualitySatisfaction
Dim1. Security & trustDim4. Service design
Dim2. Help & supportDim3 Accessibility
AgeMedia useEducation
GenderQuality
Satisfaction 0% 5% 10% 15% 20% 25%
[report title]
Oordeel Burgers en Bedrijven over Overheidsdienstverlening 2019
Center for eGovernment Studies
Dr. Willem Pieterson | [email protected] / pieterson.com
Contact DDG: Dymphna van Beek | [email protected]
