Kiwis Count The Kiwis Count survey happens every two years. It is an all-of-government national survey asking New Zealanders about their perceptions and experiences of public services. See Kiwis Count publications here.		Common Measurement Tool The Common Measurements Tool allows State Services agencies to measure client satisfaction with their own public services, and identify service delivery improvements. See Common Measurements Tool publications here.
The 'drivers' of satisfaction In 2007, a survey of the New Zealand public established several key 'drivers' of satisfaction and trust that inform user-opinion of the services they receive. Subsequent qualitative research - published 2009 - is understanding what the drivers mean to New Zealanders and how to improve services. See 'drivers' publications here.		Other Related publications and information Presentations
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Kiwis Count

• Kiwis Count 2009
• How New Zealanders are accessing public services (e.g. face to face, phone, internet etc) - results from the 2009 survey
• Summary report (35 pages)
• Fact sheets for service groupings
• Technical report (102 pages, PDF 1.4M)
• Consultation Feedback
• Public Satisfaction with Service Quality 2007: The Kiwis Count Survey
• Fact sheets - Kiwis Count Survey 2007

Common Measurements Tool

• On 28 May 2009, the State Services Commission, in conjunction with the Institute of Citizen Centred Service, Canada held a Community of Practice meeting for agencies that are using the Common Measurements Tool (CMT). The meeting was via an audio link and featured presentations from three Canadian CMT users followed by a Q & A session. An audio file (40MB) of the meeting is now available on the Public Sector Intranet. (The PSI is an intranet for State sector agencies.) https://psi.govt.nz/polnet/Shared%20Documents/Forms/Common%20Measurements%20Tool.aspx .
• A guide to using the Common Measurements Tool (PDF 354.3k)
• Common Measurements Tool - overview

The 'drivers' of satisfaction

• Understanding the Drivers - fact sheets
• Understanding the Drivers - the findings from research carried out for SSC in 2008 by UMR Research, together with a Summary Report of the findings.
• VIDEO - Presentation of the findings from the Understanding the Drivers 2008 research
• Satisfaction and Trust in the State Services ('drivers' survey) -a report prepared for the State Services Commission by Colmar Brunton, 2007.

Other related publications

• ARE you open? Accessible, Responsive and Effective State Services (State Services Commission, 2007)
• Accessible State Services - Rotorua research pilot report (State Services Commission, 2006)

Presentations

• Improving Frontline Service Delivery - The Canadian Experience - (PowerPoint presentation May 2009)
• Understanding the Drivers - Improving frontline service delivery
  (PowerPoint presentation April 2009)
• New Zealanders' Experience Research Programme
  (PowerPoint presentation February 2009)