TURNKEY PUBLIC MANAGEMENT TOOLKITS--Helping managers and consultants assess and improve the delivery of programs and services in the public sector.
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TURNKEY PUBLIC MANAGEMENT TOOLKITS--Helping managers and consultants assess and improve the delivery of programs and services in the public sector.
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This image identifies potential dimensions for benchmarking veteran services with other jurisdictions.
This chart identifies dimensions and criteria under each dimension for benchmarking veteran services with other jurisdictions.
Example of best practices and capability assessment model provided for one criteria.

Benchmarking the Delivery of Veteran Services (41 slides)

$30.00 $0.00

Veteran services benchmarking tool

The veteran services benchmarking tool (41 slides in PowerPoint) provides a summary work plan and template to compare the delivery and practices of a veteran services agency with those of other jurisdictions/ organizations performing a similar role.

Dimensions/criteria specific to veteran services agencies are  provided to help compare with veteran services delivery models and practices of other jurisdictions (see image charts above).  

Also included are common/best practices of veteran services agencies under each comparison criteria (35 criteria in total) as well as five level capability maturity descriptions to help situate your organization relative to common/best practices found in the benchmark organizations for each of the 35 criteria (see example image for one criterion).

After you acquire the tool, you will receive an email with a link to download the template (41 slides) in a PowerPoint fully editable format as well as the Benchmarking Guide (8 pages) in a Word format.

Veteran services comparison dimensions and criteria

  • Strategy--objectives, guiding principles and service delivery priorities

  • Governance--governance arrangements, legislation and policies, and organization effectiveness

  • Partnerships--with defence/forces, ex-service associations/NGOs, human and social services agencies, and external service providers

  • Horizontal service delivery processes--front desk/triage, transition support, case management, eligibility decisions, and pensions, awards and income support

  • Health care delivery--health care delivery model, medical records, support to health care providers, and claim payments

  • Veterans services--mental health, homelessness, rehabilitation, employment support, home care, and residential long term care

  • Service delivery channels--seamless integration of delivery channels, in-person, online, contact centres/telephony, mail and correspondence, and outreach and external communications

  • Management tools and practices--client feedback/satisfaction, management tools and systems, workforce management, and performance measurement.

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