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2009-10 Compensation Services Client Feedback Survey Results

Public Works and Government Services Canada's (PWGSC) Compensation Sector requested client feedback regarding the compensation services provided by the six Regional Pay Offices (RPOs) including headquarters. All Compensation personnel of client departments and agencies who receive PWGSC's services were invited to respond to the survey between March 31 and April 23, 2010.

The results of the survey will allow PWGSC to assess the current level of satisfaction with the services being provided and improve the quality of those services.

There were three parts to the survey:

General Information,
Compensation Services,
Centralization of Spousal and Dependant Benefits Information and Service Purchase.

The following results only include those pertaining to Compensation Services. The results pertaining to centralization will be available shortly.

Note: All references made to pension services within the Compensation portion of these results pertain only to those services provided through the RPOs and not those services provided by the Public Service Pension Centre.

Thank you for your participation in this survey.

SUMMARY OF COMPENSATION SERVICES CLIENT FEEDBACK SURVEY RESULTS

In total, 56 of the 110 (51%) client departments or agencies that receive advice or assistance from PWGSC were represented in this survey. There were 499 responses received out of a possible 2,280, which represents a 22% response rate (a 6% decrease over the course of the last two surveys).

Since the last survey was conducted, the national target audience has increased by approximately 140 compensation specialists/advisors (8%), and 84 compensation managers/supervisors (28%), while the number of accounts has increased nationally by 38,664 (14%).

2009-10 Survey Participation by Region. 2009-10 Pacific 7%. 2006-07 Pacific 7%. 2009-10 Western 17%. 2006-07 Western 12%. 2009-10 Ontario 15%. 2006-07 Ontario 19%. 2009-10 NCR 43%. 2006-07 NCR 40%. 2009-10 Quebec 7%. 2006-07 Quebec 13%. 2009-10 Atlantic 10%. 2006-07 Atlantic 9%.

With the exception of the Yukon, all other provinces and territories responded to this survey.

The following graph represents the compensation titles which best suited respondents' current positions:

2009-10 Survey Respondent Titles. Advisor 72%. Manager 10%. Team Leader 12%. Other Compensation Title 6%.

The following graph represents the different levels of Compensation experience identified by the survey respondents:

2009-10 Survey Respondent (Compensation Experience). Less than two years 15%. Three to five years 21%. Six to ten years 17%. Eleven to twenty years 21%. Twenty one years and over 26%.

55% of those who responded to the 2009-10 survey also responded to the 2006 07 survey.

PWGSC Advisory Services

The Compensation service line is responsible for providing advice, interpretation, and clarification regarding program policies, regulations, and legislative requirements or modifications concerning the administration of pay, pension, and insurance which have an impact on client compensation processes.

The following graph identifies the normal contact area of the 256 respondents who contact the National Capital Region (NCR) for advice and assistance:

2009-10 Usual Contact Point Within the NCR (National Advice and Assistance). Application Program Support pay 85%. Application Program Support pension 7%. Headquarters pay 7%. Headquarters pension 1%.

The following graphs represent the approximate number of monthly inquiries received either in a written format or by telephone by PWGSC's advisory staff.

Frequency of Written Contact (National Advice and Assistance). 2006-07 five years or less 80%. 2009-10 five years or less 84%. 2006-07 between six and ten years 15%. 2009-10 between six and ten years 13%. 2006-07 between eleven and fifteen years 4%. 2009-10 between eleven and fifteen years 2%. 2006-07 sixteen years and over 1%. 2009-10 sixteen years and over 1%.

Frequency of Telephone Contact (National Advice and Assistance). 2006-07 five years or less 66%. 2009-10 five years or less 81%. 2006-07 between six and ten years 25%. 2009-10 between six and ten years 13%. 2006-07 between eleven and fifteen years 5%. 2009-10 between eleven and fifteen years 3%. 2006-07 sixteen years and over 4%. 2009-10 sixteen years and over 3%.

The following graphs represent the satisfaction rate with the timeliness, accuracy and professionalism of PWGSC's advisory staff when responding to written and telephone inquiries.

Written Inquiries (National Satisfaction Rate). 2006-07 timeliness 80%. 2009-10 timeliness 82%. 2006-07 accuracy 92%. 2009-10 accuracy 93%. 2006-07 professionalism 96%. 2009-10 professionalism 91%.

Telephone Inquiries (National Satisfaction Rate). 2006-07 timeliness 84%. 2009-10 timeliness 85%. 2006-07 accuracy 85%. 2009-10 accuracy 94%. 2006-07 professionalism 95%. 2009-10 professionalism 93%.

PWGSC Pay and Pension Interventions

Edit messages received by the RPOs and written requests requiring intervention by pay and pension personnel are actioned according to their priority. Service levels for each type of priority are posted on the Web at Compensation Service Standards. PWGSC is committed to respecting these established turnaround times.

The following graphs represent the satisfaction rate with the turnaround time to resolve pay and pension interventions, by priority type.

Pay Interventions (National Satisfaction Rate). 2006-07 priority one 85%. 2009-10 priority one 86%. 2006-07 priority two 89%. 2009-10 priority two 87%. 2006-07 priority three 89%. 2009-10 priority three 88%.

Pension Interventions (National Satisfaction Rate). 2006-07 priority one 90%. 2009-10 priority one 85%. 2006-07 priority two 91%. 2009-10 priority two 88%. 2006-07 priority three 90%. 2009-10 priority three 87%.

PWGSC Notifications Issued

On-line notifications such as directives, bulletins, communiqués, broadcast messages and notices ensure that the Compensation community is kept well informed with up-to-date information regarding all aspects of their day-to-day compensation operational activities.

The following graph represents the satisfaction rate with the timeliness, accuracy and clarity of on-line notifications issued.

PWGSC Compensation Sector Notifications (National Satisfaction Rate). 2006-07 timeliness 95%. 2009-10 timeliness 86%. 2006-07 accuracy 97%. 2009-10 accuracy 96%. 2006-07 clarity 95%. 2009-10 clarity 86%.

PWGSC Compensation Training Services

PWGSC Compensation training is committed to the development, delivery and validation of a national compensation training program which provides continuous training, including introductory and advanced courses.

The following graph represents the satisfaction rate pertaining to three aspects of compensation training services.

Compensation Training Services (National Satisfaction Rate). 2006-07 training Web site navigation 87%. 2009-10 training Web site navigation 86%. 2006-07 course administration process 81%. 2009-10 course administration process 81%. 2006-07 classroom training course contents 94%. 2009-10 classroom training course contents 91%.

In addition to the three aspects rated in the graph above, survey results indicate that 82% of those who attended a Compensation classroom training course and 81% of those who participated on an on-line or self-directed Compensation course found that the training material provided was reflective of their actual working environment. Since the training material provided to participants both in a classroom environment as well as for on-line or self-directed courses was not rated in 2006-07, satisfaction comparisons cannot be made.

Finally, upon the completion of a PWGSC Compensation on-line or self-directed training course, 87% found that the course contents contributed significantly in meeting their needs. Since the course contents of on-line or self-directed training were not rated in 2006-07, satisfaction comparisons cannot be made.

Overall Feedback Survey Summary:

National data was gathered on four activities directly related to compensation services that PWGSC is mandated to deliver.

The following graph represents the overall satisfaction rate for advisory, pay and pension, notifications and training services.

Compensation Services (National Satisfaction Rate). 2006-07 advisory services 89%. 2009-10 advisory services 89%. 2006-07 pay and pension services 89%. 2009-10 pay and pension services 86%. 2006-07 notifications issued 95%. 2009-10 notifications issued 89%. 2006-07 training services 85%. 2009-10 training services 84%.

All regions were well represented in the survey results, and the overall level of client satisfaction with Compensation services is 87%, which represents a 2% decline in comparison with the results from the 2006-07 survey.

NEXT STEPS:

The 2009-10 Compensation Client Feedback Survey results will be reviewed with each Regional Pay Office in further detail in an effort to improve services. It is PWGSC's objective that all client departments and agencies who receive our pay and pension services be satisfied with those services at all times.