Understanding the Drivers- 'Individual circumstances' fact sheet

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Published:

1 July 2009

Last updated:

1 July 2009

Copyright:

Crown copyright

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State Services Commission, July 2009. To print or download this fact sheet, use the PDF version attached above.

Introduction

Understanding the Drivers is a research project that helps us to understand what the drivers of satisfaction and trust mean to New Zealanders.

Forty focus groups were held across the country in 2008 with the general public, Māori, Asian, Pacific and young people (aged 15 - 30 years). Groups were held in main centres and provincial areas. The views of these New Zealanders have provided us with a wealth of information to assist public service agencies to become more user-focused and accessible, and ultimately improve service delivery for New Zealanders.

This fact sheet provides a summary of one of the six drivers of satisfaction (see the For more information section at the end of the fact sheet for further details about the programme).

What does the driver 'you feel your individual circumstances were taken into account' mean?

In general, participants felt that staff should be able to exercise some discretion when dealing with customers. For them, this driver was about making some kind of exception to the norm due to relevant circumstances. It meant recognising that a one-size-fits-all approach is not always appropriate or desirable. Participants felt greater priority should be placed on taking into account the circumstances of those with disabilities or significant household pressures. Other important factors to take 'into account' included a person's age, their income and mental state.

"You are considered as an individual rather than a case number because everybody's circumstances are different although we are all part of the same things. It is that you are a human being and you have circumstances that are different."

As with other drivers it was important that staff took the time to listen and ask questions in order to fully understand what an individual's needs are as well as their context. Staff should have sufficient knowledge and experience to assess whether those needs can be met. Where circumstances cannot be taken into account, staff should provide a full and clear explanation.

"If you don't know what to ask for, if you don't know what you need, you don't ask the right questions. The other person who knows what they have to offer needs to ask enough questions of you. That means getting to know you, asking the questions so they know what the fit is."

This driver was not about providing a different outcome. Rather it was about exercising flexibility around the actual process, depending on one's circumstances. For instance, it may require providing extra help or assistance for someone to engage with or access public services. Being flexible in these circumstances put a human face on public services and left a strong positive impression.

Unique interpretations from different population groups

Being culturally sensitive was an important factor that Māori and Asian participants felt should be taken into account. Examples provided by Māori included commencing and ending significant Māori hui with appropriate karakia and being aware that some Māori who need help, and are entitled to receive a service, may be too whakama (ashamed) to ask for help.

The amount of time and effort required to access public services in rural areas were important factors for Rural-Provincial groups. Making and keeping appointments was even more important for these participants.

"Sometimes you have only got a limited amount of time to do something, so you get an appointment ... you turn up on time, 10 minutes early and then sit there and you wait and wait and wait. And then half an hour has gone past your appointment time ... by that time you have got another appointment."

How can managers improve satisfaction for this driver?

  • Ensure staff are adequately trained in how to deal with customers. This would include training on how to find out what people's needs are. Showing empathy and demonstrating a willingness to help should assist staff to gain the trust of their customers.
  • Ensure staff are able to exercise some flexibility when dealing with customers. Participants expect agencies will understand and be more sensitive to certain circumstances, such as whether an individual has disabilities relevant to their needs or has household circumstances that require special attention.
  • As individual circumstances are broad in their range, senior and more experienced staff with the authority to authorise discretion should be available to provide support for front line staff.
  • Ensure staff treat all customers with respect, exercise compassion and show their customers that they are important. In short, treat everyone as an individual and not as a number.

For more information