Service Evaluation and Administrative Burden

OXD is seeking to better integrate the ideas of administrative burden into government service evaluations. To do so, we are conducting research on what types of public service delivery data are already being collected and analyzed, like performance measures and citizen feedback. [br][br] We’ve created a short questionnaire to build a more comprehensive understanding of how factors contributing to administrative burden are measured currently, and how they might be collectively improved. [br][br] By participating in the questionnaire, you help improve the evaluation of administrative burden, and shape future efforts to reduce it, creating better public services.

Level of government (optional)

If you’re willing and able, please help us better understand your public service context. At which level of government does your service operate?

Sector Focus (optional)

If you don't see your sector area on the list please choose "other" and enter your text on the next screen.

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Do any of your users include (optional):

Check all that apply. Please choose "other" and enter your text on the next screen if you'd like to add other Users information.

Users include persons with disabilities or with other accessibility needs

Users in underrepresented or marginalized groups

Users with low household income

Users living in remote areas with little to no access to data and internet

Users who have recently experienced trauma

Users with long-term or severe medical illness

Other

You checked "other"

Describe other unique notes about your users.

Question 1: Finding Information(Required)

How do you ensure users can find the information they need about your service, from awareness of the service through to successful completion?

What specific methods do you use to measure and improve information accessibility and navigating the service?

Example:
A healthcare program tracks website analytics to see which search terms were used to find the service, pages users visit most often and where/when they tend to drop off. They also conduct periodic user testing where participants are asked to find specific information on the website, and their ease of navigation is observed and rated.

Question 2: Determining Eligibility(Required)

What steps do you take to guarantee users can easily determine their eligibility for your service? Do you provide a clear eligibility checklist or online screener?

How do you evaluate whether users understand eligibility requirements or whether those requirements are burdensome?

Example:
A job-seeker benefit program monitors completion rates of their online eligibility screener and analyzes help desk inquiries, supplementing quantitative data with user interviews to improve the eligibility determination process.

Question 3: Understanding Benefits(Required)

In what ways do you confirm that users understand the benefits your service provides?

How do you evaluate the use of plain language, examples, and personalized explanations to describe these benefits?

Example:
To confirm users understand the benefits of an employment insurance program, the service tracks the types of inquiries received through their call centers and online channels, categorizing questions related to benefit amounts, duration, and conditions. They conduct user testing with sample benefit statements or online calculators, assessing users' ability to accurately estimate their potential benefits.

The service surveys new users after enrollment to assess their understanding of the service's benefits. They monitor social media and online forums for common questions or misconceptions about the benefits.

Question 4: Service Onboarding / Application Process(Required)

How do you ensure users find the service onboarding or application process straightforward?

How do you evaluate or assess whether your step-by-step instructions are working or where citizens or clients are getting stuck?

Example:
To streamline a passport application process, a passport agency monitors the time it takes for applicants to complete each step of the application, from downloading the form to submitting required documents. They also track the error rates on applications and identify common mistakes, providing targeted guidance or simplifying form fields to reduce these errors. The service conducts A/B testing on different versions of the application instructions, measuring which version leads to higher completion rates. They also track the number of users who download the application instructions and related support documents.

Question 5: Time and Effort(Required)

What do you do to ensure the time and effort required to complete the application process is reasonable?

How do you gather evidence to know what a reasonable or appropriate amount of time and effort is to complete your service?

Example:
To reduce the time and effort required for tax filing, a revenue service measures the average time spent by taxpayers using different filing methods (online, paper, or with a tax professional). They also survey taxpayers about their perceptions of the complexity of the tax forms and instructions, and the effort required, identifying areas where simplification or additional support is needed.

Question 6: Required Documentation(Required)

How do you guarantee users can easily find and submit necessary documentation?

What information do you gather to determine if necessary documentation and proof is overly burdensome?

Example:
To reduce the time and effort required for tax filing, a revenue service measures the average time spent by taxpayers using different filing methods (online, paper, or with a tax professional). They also survey taxpayers about their perceptions of the complexity of the tax forms and instructions, and the effort required, identifying areas where simplification or additional support is needed.

Question 7: Getting Help(Required)

What actions do you take to ensure users can easily access help when they need assistance with their application?

What data do you gather across multiple support channels to know if staff are being helpful, empathetic, and resolving client issues when they need help?

Example:
A government housing assistance program monitors wait times and resolution rates across phone, email, and chat support channels and surveys users on their experiences with staff. They also analyze user feedback on the helpfulness and accessibility of support resources.

Question 8: Experiencing Frustration(Required)

What strategies do you employ to minimize frustration users may feel while applying for or using your service?

How do you evaluate citizen/client frustration? Do you attempt to quantify it in some manner?

Example: To minimize frustration with court processes, a provincial service tracks the number of complaints and negative feedback received through various channels, such as online surveys or direct correspondence. They monitor the reasons for delays or cancellations of court hearings, addressing systemic issues that contribute to user frustration.

Question 9: Being Respected(Required)

How do you ensure users are treated with dignity and empathy throughout the application process?

How do you understand if citizens/clients are feeling respected? Do you have a feedback mechanism in place?

Example:
A legal aid service assesses staff attitudes through observation and surveys. They monitor service accessibility for those with disabilities, establishing a client advisory council for ongoing feedback to inform training and policy. They evaluate staff interactions with users, focusing on politeness, empathy, and helpfulness. They also analyze complaints related to staff conduct.

Question 10: Affording Autonomy(Required)

What steps do you take to ensure users feel in control of their experience while applying for or using your service?

How do you gather feedback on the citizen/client’s sense of control or navigating choices they have to make through your service?

Example:
To ensure users feel in control of their old age security benefits, a program measures the extent to which users can access and manage their account information online, update their contact details, and make choices about payment options. They also assess the clarity and transparency of program rules and procedures, ensuring users understand their rights and responsibilities. The program offers feedback opportunities to determine whether users feel empowered to manage their accounts and access self-service options. They use feedback to adjust and improve their user-centered services.

Thank you for your participation(Required)

If you’d like to receive a copy of our findings and insights report and/or participate in a 1:1 interview about evaluating administrative burden and service performance, please select Yes.

By selecting Yes, you will be asked to provide your contact information on the next page.

By selecting No, you will end the questionnaire

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I agree to be contacted for a 1:1 interview by OXD about administrative burden and service evaluation.

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I wish to receive the findings and insights report from this research.

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