Annual Stakeholder Survey, Feedback and Response Improvement Actions Overview August 2017

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1 Annual Stakeholder Survey, Feedback and Response Improvement Actions Overview August 2017

2 Background In 2016 the Improvement Service refreshed its performance management framework to ensure a broader evidenced based approach which is both balanced and responsive, adequately reflects our strategic priorities and informs the IS Board and partners of how well we are doing. The framework includes issuing an annual stakeholder survey to assess and report the extent to which councils and partnerships perceive our support as being valuable. The feedback from the stakeholder surveys is used to inform our continuous improvement plans for our Products and Services.

3 Improvements made to 2017 survey Product areas expanded from 11 to 13. Based on feedback received from the 2016 stakeholder survey, a number of improvements were made for the 2017 survey. (The Improvement Service has set up an internal Performance Group to help coordinate our approach to continuous improvement.) Existing surveys were integrated where relevant. Product / Service summaries introduced to provide more information and context. Greater involvement from Programme Leads. Question set refined to improve participation and quality of feedback.

4 Stakeholder survey 2017 summary overall 77% are satisfied / very satisfied 20% are neutral or NA 3% are dissatisfied

5 Stakeholder survey 2017 summary overall comparison 2016 satisfaction rating 2017 satisfaction rating 77% 65% Overall satisfaction rating increased from 65% in 2016 to 77% in 2017

6 Stakeholder survey 2017 summary Improvement Service performance 78.4 % 84.8 % 72.8 % were satisfied or very satisfied that their expectations were met in the support they received from the Improvement Service were satisfied or very satisfied that any requests and concerns raised are dealt with in a responsive, professional and appropriate manner were satisfied or very satisfied that the support they received from the Improvement Service adds value to their organisation/service

7 Stakeholder survey results 2017 by Product / Service Programme/ Service Satisfied/ Very Satisfied 2017 Neutral or NA Dissatisfied Satisfied/Very Satisfied 2016 One Scotland Gazetteer 96% 1% 3% NA Spatial Hub Service 73% 25% 2% 69% Myaccount 87% 12% 1% 83% KHub/Website 72% 28% 0% 56% Tellmescotland 85% 15% 0% NA Benchmarking 59% 34% 7% 73% Economic Outcomes Programme 57% 40% 3% 52% NEC Service 81% 19% 0% 74% Research & Analytical Services 87% 13% 0% 88% Elected Member Services 85% 15% 0% 68% Change Team 89% 11% 0% 72% Money Advice 62% 23% 16% 63% Self Assessment, Improvement & Change Support 89% 11% 0% 75% Improvement Service Indicator 77% 20% 3% 65%

8 Stakeholder response rate 2017 by Product / Service Response Rate Number of Surveys Response Rate Number of Surveys Programme/ Service 2017 Completed Completed 2016 One Scotland Gazetteer 15.6% 10 NA NA Spatial Hub Service 5.5% % 4 Myaccount 23.4% % 6 KHub/Website 12.2% % 50 Tellmescotland 8% 5 NA NA Benchmarking 13.5% % 13 Economic Outcomes Programme 34.4% 11 55% 11 NEC Service 37.1% % 12 Research & Analytical Services 35.1% % 8 Elected Member Services 37.8% % 28 Change Team 36% 8 5.2% 4 Money Advice 25% 15 26% 20 Self Assessment, Improvement & Change Support 41% % 11 Improvement Service Indicator 17% % 167

9 Measuring success When reviewing performance it is key to identify success and highlight what is working well: To identify opportunities where best practice can be transferred. To identify opportunities to continue to evolve a product / service. To identify opportunities for further business development.

10 Measuring success positive observations from 2017 feedback One Scotland Gazetteer High levels of satisfaction with staff being seen as helpful and quick to respond to any enquiries. Myaccount Staff are considered to be knowledgeable, helpful and highly available. Benchmarking Events receive very positive feedback & stakeholders value the opportunity to learn from one another. Economic Outcomes Seen as adding value to other work being undertaken by Councils, information-sharing elements are viewed positively. Spatial Hub Service KHub/ Website Tellmescotland Staff are seen as being very knowledgeable about all aspects of data and events are seen as being highly informative. High levels of satisfaction with the range of information available and staff s responsiveness to requests raised by stakeholders. Stakeholders report being very satisfied with support received, staff seen as very professional and helpful.

11 Measuring success positive observations from 2017 feedback Research & Analysis Services Research is being used proactively and delivering a positive impact within organisations. Change Team Webinar series is viewed very positively by Councils and other partners. Self-Assessment, Improvement & Change Support 100% of organisations would recommend participating in PSIF to other organisations. NEC Service Elected Member Services Money Advice Staff are seen as being very responsive to users needs and the project is considered to add value to other work being undertaken. The outputs are seen as very high quality and stakeholders value and welcome the opportunity to share and learn from best practice. Money Advice events and workshops delivered by the team, receive very positive feedback.

12 Continuous improvement Continuous improvement is intrinsic to our business. Our range of Products and Services are useful and making a difference today. However we must ensure our offers complement those of other partners, continue to be effective and add value. We will listen to stakeholders and respond, recognising that what works best in practice will evolve over time and in response to ever increasing challenges. Evolve Listen Continuous Improvement Respond

13 Continuous improvement actions The Improvement Service aims to develop its corporate approach to continuous improvement, therefore an improvement actions template was developed by the Performance Group and all Product / Service leads have completed one for their specific products and services.

14 Most common improvements across Team Action Plans Emphasis on the importance of effective collaboration with stakeholders through webinars and workshops. For rural communities the IS should aim to guarantee digital access to workshops and events to help maximise participation. In addition, the IS should routinely review the effectiveness of current channels of communication. Aim for Digital improvements to help extend reach to more Third Sector and Other Public Bodies to improve efficient interactions and communication. For instance, improving the usability of the Change Management Network on the KHub and making better use of the KHub to support the PSIF. Emphasis on the importance of face-toface meetings both within and outside the IS. For instance, continue to build on annual staff development days to refresh and update staff to ensure good engagement and smoother processes, and organise more annual networking events across the IS portfolio of Products and Services.

15 Summary of key improvement actions put forward by teams Review NECPO Communications Strategy Provide OSG Support Guidance Improved PSIF Communications Case Study & Internal Survey Creation Spatial Data Value, Impact & Awareness TellmeScotland User Experience The NECPO team will review their communications strategy for NEC Board approval and hold workshops for stakeholders and other partners on improved communications and the wider uses of NEC. The Spatial team will provide OSG support to Local Authorities and data users. The aim is to establish a training programme for local gazetteer custodians and to support a national gazetteer user group. The PSIF team will ensure regular face to face meetings with current PSIF organisations to communicate latest developments and aim to extend reach of PSIF to other public bodies and the third sector. The Research & Analysis team will evaluate the added value of their work by developing case studies and surveying internal customers. The Spatial team will widen awareness of the value of the spatial service, increase the number of local authority datasets published through the Spatial Hub & develop partnerships to widen access to the data. TellmeScotland will improve user experience e.g. by providing easy access / use of mobile devices, by increasing automation and centralising administration.

16 Summary of key improvement actions put forward by teams Best Practice Guide Account Management Process Data Collection & Reporting Refine Change Manager Network Elected Member Collaboration Improve Money Advice Outcomes Improve KHub Use The IS will develop a best practice guide to explain the customer survey process to all IS staff and support programme leads in their approach to the annual survey. The IS will use the account management process and face to face meetings to find out more about the wider views of senior council staff and their priorities. The Benchmarking team is aiming to provide a more streamlined data collection and reporting process. The Change team will review categories in the Change Managers Network KHub, ensure content focuses on users' needs and enhance the Change Management Framework. Support for Elected Member development and collaboration will be improved through workshops, webinars, networking events and a revamp the CPD Framework. The Money Advice team will include softer user outcomes in the Money Advice Performance Management Framework and increase effectiveness by sharing more examples of good practice. The KM team will redevelop KHub guides and user webinars to improve KHub use and explore options to increase the number of available private groups.

17 Next steps The Performance Group has considered continuous steps on how to corporately respond to stakeholders and communicate our key findings, as well as recognising that each team will have a tailored methodology for adequately addressing their detailed improvement actions Respond by progressing actions identified in improvement plans. Evaluate and measure outcomes achieved, recording evidence of how we evolve. 02 Communicate to stakeholders, listen and collect further feedback. 01 Develop communications to be presented to stakeholders.

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