Trans-Boundary Shipment of Hazardous Waste Client Satisfaction
The Transboundary Movement Branch (TMB) of Environment Canada wanted to conduct a client satisfaction survey concerning the Export and Import of Hazardous Wastes Regulations. The purpose was to explore issues related to the quality of service provided by TMB to its clients with respect to these regulations. Specific areas of investigation included client expectations with respect to TMB service delivery, the level of importance attributed by clients to different aspects of service delivery (e.g. speed of service, competence of staff, etc.), the levels of satisfaction with respect to the same aspects of service, the overall level of client satisfaction, and priorities for improvement. The research was intended to provide TMB with the information needed to assist the Branch in responding to client needs, address problem areas, communicate effectively with clients, and allocate resources effectively. The questionnaire incorporated core elements of the Common Measurements Tool (used by public institutions across Canada).
In total, 89 interviews were conducted by phone with TMB clients (the full client population was approximately 200). Clients were businesses that shipped hazardous waste. TMB provided numerous overlapping and incomplete lists of clients (in electronic format). Considerable work was required to ready the client lists for use with the survey. Only clients who had dealt with TMB during the previous year were included. In addition to the survey, eight key informant interviews were conducted with client representatives. The interviews were designed to support the design of the questionnaire (by ensuring a clear understanding of the complex processes used by TMB) and to complement the quantitative survey by collecting qualitative feedback in areas where such information would be most valuable. A separate discussion guide was developed for these interviews. The interviews averaged 35-40 minutes in length. Those who participated in these interviews were excluded from the phone survey.