Citizen Service and Employee Engagement
Employee engagement and public sector frontline service satisfaction are closely related – explore how.
Understanding the Frontline Experience (BC Stats, 2011)
This report aims to provide further understanding of frontline service workers by establishing a baseline by which frontline service workers are defined, as well as their current work environment perceptions. Comparison of responses to the questions within the Work Environment Survey (WES 2010) was conducted between different types of service workers and non-service workers.
The Public Sector Service Value Chain - Revisiting the First Link with BC Public Service Work Units (BC Stats, 2009)
The proposed set of linkages that form the Public Sector Service Value Chain (a two-way relationship between employee engagement and customer satisfaction) had been analyzed. The objective of the current study is to replicate the findings and delve deeper into specific aspects of employee engagement through two key research questions. (1) Can the findings from the previous study between employee engagement and customer satisfaction be replicated? (2) Which of the three employee engagement measures (organization satisfaction, job satisfaction, BC Public Service commitment) most impacts customer satisfaction, and how?
The Public Sector Service Value Chain - Linking Employee Engagement and Customer Satisfaction (BC Stats, 2008)
This study predates the 2009 report Public Sector Service Value Chain Revisiting the First Link with BC Public Service Work Units as BC Stat’s first exploration into linking employee engagement and customer satisfaction. While the 2009 report calls questions the strength of the link found in this report and similar studies conducted in other jurisdictions, both do find a marked link between employee engagement and customer satisfaction.