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Assessment of Capacity to Improve

Assessment of Capacity to Improve

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Published by adbwaterforall
Assessment of Capacity to Improve
Assessment of Capacity to Improve

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Published by: adbwaterforall on Jan 14, 2013
Copyright:Attribution Non-commercial


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Assessment of Current Capacity to Improve
City/ Municipality: ____________________________________________________ Country: ___________________________________________________________ Delegate name: ___________________________________________________________ Please score your personal opinion on what capacity your City or Municipality has toanalyze its services, measure service performance, develop improvement proposals andthen implement and sustain an improvement program. Circle 3. if the capacity item existsand operates well; circle 2. if the capacity item is mostly available and is partially useful;circle 1. if the capacity item partially exists but is not functioning well or if it does notexist at all.
Service information
We have a complete list of municipal services123Services are well described and standards of performance aredocumented123We re
 port upon service performance indicators on a regular basis123We conduct service efficiency and effectiveness reviews on aregular basis123We publish service standards to our employees and to the public123
Analysis and proposing change
Service or Department managers do analyze service processes andcan identify process deficiencies123Improvement proposals have been submitted to senior managementfor approval123Improvement proposals are well written and justified123We have a documented method for evaluating improvement proposals and deciding upon their funding and implementation123
Consultation and communication
Department managers regularly consult with their staff on processimprovement opportunities123My City or Municipality consults with its community on service performance and opportunities for improvement123Department managers have a very open and fair communicationline with their subordinate staff 123The community does submit complaints and requests for serviceand these are handled effectively and quickly123
Project management
Improvement projects are well defined with stated objectives, costs, benefits and expected outcomes123Improvement projects have a detailed implementation plan withclear responsibilities and time lines123Improvement projects are effectively monitored by a steeringcommittee or management team123Improvement projects are evaluated after their implementation andhave settled to a recurrent operation123
Procedures and instructions
We have procedures and instructions for most service processes123Procedure documentation is updated and current123Procedure documentation is available to all staff 123Staff are trained in procedure operation123Procedures are audited to ensure they are being complied with123There is a register of what procedures exist and who has ownershipof them123
Customer consultation
We have a customer service counter or response team123We document and record all customer complaints or requests 123My City or Municipality actively seeks customer comments123Customer complaints and comments are analyzed and summarizedand reported to the management team and Council123We use customer forums or workshops to discuss servicedeficiencies and possible solutions123
Public information and media
My City or Municipality regularly issues public news or mediareleases that describe improvements or changes to services123My City or Municipality issues a regular newsletter updating thecommunity on significant achievements or service changes123My City or Municipality invites media representatives to regular updates or briefing meetings123
Financial and performance management systems
The budget allocation process fairly takes to account servicedemand levels and priorities for improvement123When service improvements are made, and there is a costimplication, there is a funding adjustment to support the change123In the City or Municipality annual report, service performance iscommented upon, and poor services are nominated for improvement123Please hand this form to your Group facilitator.

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