Consultation for Service Improvement
What's the agenda?
Consumer views of public services are an essential pre-requisite for user-led service
improvement. Customer-focussed inspection such as the Audit Commissioner's 'Harder
Test' CPA means demonstrating user focus and diversity. How do we ensure surveys
are designed to ensure the results are used to improve services, instead of just
being consultation for its own sake? What are the merits of a dedicated local consultation
team as compared to off-the-shelf mass market research? Do community panels work?
How can we ensure Patient and Public Involvement draws in a representative cross-section
of people?
Our Expertise
- Public attitudes and consumer research for the public services
- Reaching, engaging and empowering diverse local communities
- Best Value and user satisfaction surveys
- Strategies for sustained engagement
- Citizens panels, community workshops and active citizenship
- M·E·L MetroPoll – our new integrated customer research service
giving user focus to metropolitan authorities and LSPs
- PPI Forums at neighbourhood level
- Skilling public service workers in communicating and consultation methods