CITIZENS FIRST

Citizens First is recognized as one of the most significant service quality research achievements of the last decade. This body of work conducted by ERIN Research Inc. in 1998, 2000 and 2003 provides the most widely respected intellectual foundation for improving services to citizens and has become the gold standard for municipal, provincial/territorial and federal governments in Canada. More Info >

FINDING COMMON GROUND: Drivers of Employee Satisfaction in the Public Service

This paper focuses on the first link in the Public Sector Service Value Chain ­ the employee perspective. It examines the leading work on employee engagement that four organizations have conducted, and presents compelling evidence, that suggests that there are common drivers of employee satisfaction and engagement in the Canadian public sector.

The four jurisdictions participating in this review are the Regional Municipality of Peel, the Governments of Manitoba and British Columbia, and the federal government, represented by Treasury Board of Canada Secretariat (TBS) and the Public Service Human Resources Management Agency of Canada (PSHRMAC). 2006 More Info >

GOVERNMENT OF ONTARIO EMPLOYEE ENGAGEMENT RESEARCH

Management Board Secretariat of the Government of Ontario commissioned ERIN Research to design the Ontario-wide employee engagement survey. 2006 More Info >

MINISTRY OF LABOUR REVIEW OF CUSTOMER SATISFACTION MEASUREMENT

The Ministry of Labour commissioned ERIN Research to conduct a thorough anaylsis of its customer satisfaction research since 2001, to identify drivers of satisfaction from its 2005 data, and to develop detailed recommendations for an ongoing research strategy including survey content, frequency, administration, data analysis and reporting. 2006 More Info >

BUILDING A BETTER WORKPLACE

“Building a Better Workplace” is a bold pilot initiative that seeks to define a new course in human resources planning for the federal government. Initiated in 2004 by Public Service Human Resources Management Agency of Canada (PSHRMAC) and Treasury Board of Canada Secretariat (TBS).

This report presents results of the initial employee survey and describes their implications for advancing Workplace Well-being, “a holistic approach to creating high performance organizations through establishing the right conditions to generate high levels of employee engagement.”

ERIN Research created a Structural Equation Model (SEM) of employee perceptions that gives managers and staff a comprehensive foundation for workplace improvements. Government of Canada, 2005. More Info >

COMPREHENSIVE MUNICIPAL CUSTOMER MEASUREMENT STRATEGY

ERIN Research conducted a comprehensive customer measurement program for a large Ontario municipality. ERIN implemented focus groups and 3000 in-depth interviews of clients of both hard and soft services, including waste management, transportation services for persons with disabilities, financial assistance, subsidized housing and child care. 2005-2006 More Info >

EXPERT ADVISOR TO BC STATS

BC Stats has retained Dr George Spears, on an ongoing basis, as an expert consultant to advise on all aspects of methodology, statistical analysis and interpretation in employee studies conducted by the Government of British Columbia. 2004 ­ ongoing. More Info >

THE COMMON MEASUREMENTS TOOL AND GUIDE, VERSION 2

ERIN Research created Version 2 of the Common Measurements Tool (CMT) and of the CMT User Guide. The CMT is a powerful template that helps public sector managers conduct effective client satisfaction research. Managers can significantly improve the delivery of services to their clients by ensuring the use of the core measures, the bank of additional validated questions, and the benchmarking capability of the CMT. Institute for Citizen-Centred Service, 2003. More Info >

THE ACHIEVEMENT OF SERVICE STANDARDS

ERIN Research conducted over 18,000 mystery shopper contacts for the Government of Ontario to evaluate the achievement of telephone, mail and in-person standards. Staff surveys supplemented the external validation. The research was used to pinpoint areas requiring improvement and to celebrate successes. Management Board Secretariat, Government of Ontario, 1999, 2000, 2003. More Info >

THE ERIN RESEARCH HEALTH REPORT

What Drives Patient Satisfaction? is an independent study that goes far beyond conventional polls to establish the drivers of patient satisfaction and to identify citizens' priorities for improving Canada’s healthcare system, 2002. More Info >

MUNICIPAL EMPLOYEES' SATISFACTION AND COMMITMENT

ERIN Research developed a new empirical model defining the drivers of employee satisfaction and commitment. Specific recommendations for action were grounded in the drivers forming a clear and sound forward path. With Faye Schmidt for a large Ontario municipality, 2002 and 2003. More Info >

GOVERNMENT OF ONTARIO EMPLOYEE STUDY

A large Ministry in the Ontario Government was interested to know what motivates employees to participate in the workplace. In consultation with staff groups, ERIN designed an employee survey and developed a statistical model of drivers of employee participation, 2005. More Info >

SOCIETY OF ACTUARIES: THREE MEMBER STUDIES

Three online surveys over the past several years have documented the views of the Society’s 15,000 members in more than 30 countries. The ERIN studies provided high-level guidance to the Board of Directors and Executive Management Team. Society of Actuaries based in Chicago, 2002, 2003 and 2005. More Info >

VETERINARIANS' CAREER/LIFE BALANCE AND JOB SATISFACTION

ERIN conducted a survey of veterinarians' satisfaction with their career/life balance and identified the drivers of career and job satisfaction. An Ontario Veterinarian's Medical Association, 2004. More Info >

PATIENT SATISFACTION WITH HOMECARE SERVICES

ERIN has provided a growing Ontario homecare organization with ongoing, detailed information on its clients’ needs and priorities with respect to Occupational Therapy, Physiotherapy, Speech and Language Therapy, Nutritional Counselling and Social Work, beginning in 2001 and continuing to the present. More Info >

CUSTOMER SATISFACTION WITH PUBLIC SAFETY SERVICES

Our five biannual studies of customer satisfaction were used to underpin the organization's multi-year strategic plan and the corporate customer satisfaction strategy. ERIN identified the key drivers of satisfaction of the organization's 60,000 clients and 13 Advisory Councils, 1998, 2000, 2002 and 2004. In 2006 ERIN Research conducted its 5th customer satisfaction survey based on an expanded sample and identified key areas where progress had been achieved and important areas for ongoing improvement. More Info >

CLIENT SATISFACTION WITH A MAJOR CANADIAN BANK

ERIN’s nine annual surveys of corporate clients of a major Canadian bank identified the key drivers of client satisfaction. This valuable intelligence has been used to fine tune service and has resulted in significant increases in client satisfaction ratings, 1995-2003. More Info >