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For every complex problem there is an answer that is clear, simple, and wrong.
(H. L. Mencken)

SEPTEMBER 10, 2002

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

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".

A new report by Circum Network Inc. discusses the following issues in relation to these commitments:

Thank you to the Treasury Board of Canada Secretariat for allowing the distribution of this report.

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To reach us:

General address : service@circum.com
Benoît Gauthier : gauthier@circum.com, @BGauthierCEEQ
Tel. : +1 819 775-2620, Fax : (no more fax; sorry)
238 Fleming Road, Cantley, Québec J8V 3B4