The Process of Creating a Service Excellence Program

In 2009, Rick Curtis (Executive Director, ARPA) came across an Excellence Framework for Sport and Recreation Services developed by Sport England  (http:www.idea.gov.uk/idk/aio/4433678).  This led to a search for similar tools and we quickly learned of many similar initiatives.  Australia, New Zealand and England appeared to be in the lead.

A discussion paper was prepared looking at the various challenges involved in crafting something similar for Alberta, and perhaps all of Canada.  The paper generated some excitement and a consultant was commissioned to lead the process (RETHINK).

During the period from May to October 2010, the following steps were undertaken:

• refinement of the initial discussion paper based on feedback from the ARPA leadership team
• initial discussions with ARPA's provincial/territorial partners to determine engagement interest
• an international scan for assessment tools that might inform our development process
• cataloguing all assessment tools using Diigo, to capture the resources ready reference during this initiative and for others
• prepartion of an early draft of each of five modules (community building, programs, facilities, parks, management) that identified core organizational competencies, practice guidelines and quality indicators for each module
• hosting of an invited leadership forum at the ARPA annual gathering in Jasper - inviting critical review to see if we were on the right track.  Participants indicated strong support for the principles and directions being taken AND, of course, offered a great deal of constructive criticism.

For the next 12 months, we will:

• host additional review workshops
• establish expert panels, one for each module, to bring the best available operational expertise to the table
• carry on our search for the best possible indicators of optimal practice and service quality
• work with 5-10 communities of all sizes in Alberta to pilot a draft assessment tool
• refine the framework, model and approach based on all of the above, and
• spend some time developing an implementation and launch strategy - including recommendations for governance/management of the ongoing service excellence program, financial sustainability and marketing.

All of this will be available for stakeholder review at the 2011 ARPA Conference in Lake Louise, Alberta.

If you would like to see electronic copies of the Discussion Paper, please use the comment section to provide your email address.