Robert C. McLeod: Taking Care of Business

Mr. Speaker, earlier this year the Government of the Northwest Territories took part in a national business satisfaction survey, known as “Taking Care of Business”.  The survey is administered independently, by the Institute for Citizen-Centered Service.

Between January and June 2016, more than 200 NWT businesses were surveyed, to get feedback on government service delivery.  The results will help government identify priorities for improving service to business.

The Department of Finance has received the most recent results for the NWT.   Our “Service Reputation” score, which is businesses general perception of government services, has improved from 60 to 66 percent.  Our overall “Client Satisfaction” score was good, holding steady at 59 percent, slightly above the national average of 58 percent.  While we remain on par with other jurisdictions, there is still room for improvement.

The survey indicates that businesses want to see the government go “the extra mile”, to resolve issues in a timelier manner.  They want easier online access to service, improvements to the quality of online information, and improved responsiveness to emailed communication.

As discussed in the House before, the Service Innovation Strategy is the GNWT’s plan to use technology to improve service delivery, including enabling more services online.

The Office of the Chief Information Officer helps departments put these services online and monitors both business and citizen satisfaction, through the national Taking Care of Business and Citizens First surveys.

The Department coordinates cross-government initiatives, including planning for an online “portal”, a one-stop shop to access online services, which is a commitment made in this Legislative Assembly.

Finance also coordinates “service delivery” training for managers and front-line staff across government, to improve internal and external service.  More than 350 frontline employees and 60 managers have taken part in this training, to date.  Courses have been offered in Yellowknife, Hay River, Norman Wells and Inuvik.

I want northern businesses to know the GNWT values their input.  We want to see businesses succeed and continue to make the NWT their preferred place for doing business.  We will continue to participate in these surveys to check in with businesses and residents, on how to better serve them and thank all respondents who took part in this survey.

Later today, at the appropriate time, I will table the results of the survey “Taking Care of Business 5”.

Thank you, Mr. Speaker.