RESIDENT FOCUS in quality MPM management
The Resident Focus criterion
examines the success of the MPM unit in developing an external
client focus. When we talk about clients of the MPM unit we are
talking mainly about the residents of the municipality, whether
they be pet owners or not, whether they have direct contact with
the unit or not.
Five aspects of Resident Focus are
considered:
ď knowledge of residentsí
needs and expectations
ď resident relationship
management
ď resident satisfaction
ď competitive comparisons
ď design and innovation
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Ask:
How does the MPM unit determine
current and future residentsí needs and expectations?
How does the MPM unit determine
current and future residentsí needs and expectations?
Some specific questions to be
considered are:
1. How are clients of the MPM
unit identified, and to what extent are their current and future
requirements determined? Is data collected at reasonable
frequency and is it collected objectively?
2. How are residentsí current
and future requirements prioritised and converted into processes
to satisfy them?
3. How are residentsí
requirements disseminated, understood and used throughout the
MPM unit?
4. Does the MPM unit evaluate its
processes for collecting information on residentsí
requirements and prioritising residentsí needs? Are the
processes modified in the light of evaluation findings so that
the system is constantly being improved?
For further evaluation insights, click to see:
ď Why knowledge of
residentsí needs and expectations is important
ď Success factors in community
consultation and information gathering
ď More evaluation questions and examples
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Ask:
How does the MPM unit manage and
evaluate its relationships with residents?
How is resident feedback
obtained, measured, addressed and used to improve the quality of
MPM services and facilities?
Some specific questions to be
considered are:
1. What steps are taken to ensure
that residents have easy access to the appropriate person in the
MPM unit when they want to raise an MPM matter? Are a wide range
of types of contact available?
2. Are MPM staff who deal with
the public empowered to resolve problems?
3. Is there a formal procedure to
deal with residentsí complaints about the operations of the
MPM unit? Are residents encouraged to comment on the quality of
the MPM service?
4. Does the MPM unit regularly
evaluate its customer relationship practices, and does it strive
to improve these practices in the light of the evaluations?
For further evaluation insights, click to see:
ď Complaints about the
MPM unit: opportunities for improvement
ď More evaluation questions and examples
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Ask:
How is resident satisfaction with
the activities of the MPM unit measured?
Some specific questions to be
considered are:
1. What measures of resident
satisfaction with MPM unit activities have been developed and
how are they used?
The most obvious measure of
resident satisfaction in a local government setting is the
success or otherwise of the current councillors in the next
election. However, since local government elections are rarely
fought on pet issues, this is a very indirect measure of
satisfaction.
MPM units need to go out and ask
residents if they are satisfied with the MPM services they
receive. If a formal survey is used, it can be used over time,
so that trend figures can be obtained ie. to show whether
satisfaction rates are increasing or decreasing. Also the same
formal survey can be used in neighbouring municipalities so that
comparisons can be made, council to council.
2. Does the MPM unit regularly
evaluate its system for monitoring resident satisfaction? Is the
system modified if it does not provide the appropriate data?
For example,
if a survey is used, do the questions need revising? Should
other methods of gauging satisfaction be introduced such as
asking residents their views during the annual doorknock?
For further evaluation insights, click to see:
ď Six elements of
satisfactory service
ď Bruno (cartoon)
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Ask:
How does the MPM unit select data
from other municipalities to use as input to the MPM planning
process, and to help gauge the success of services and
facilities in meeting residentsí needs?
Some specific questions to be
considered are:
1. How does the MPM unit obtain
data from other municipalities for comparison purposes?
2. How does the MPM unit use
comparative data to improve processes and operations, and to
improve MPM planning?
3. Is the process of selecting
comparative data from other municipalities evaluated regularly,
and are changes made in the light of these evaluations?
For further evaluation insights, click to see:
ď Benchmarking and best
practice
ď More evaluation questions and examples
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Ask:
Is the MPM unit committed to
improving services and facilities through design, research and
development?
Some specific questions to be
considered are:
1. Does the MPM unit look for new
ways of meeting residentsí needs through the creation of new
facilities and services?
2. Does the MPM unit evaluate the
effectiveness of its innovation processes and strive to improve
the unitís support for continued innovation?
For further evaluation insights, click to see:
ď More evaluation questions and examples
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