Evaluating Service Delivery
Internal evaluation can end up being a large exercise that involves the use of resources that could be directed to other important activities. In common with other services have limited time and resources to undertake evaluation exercises. Therefore, we need to be very efficient and disciplined in our evaluation efforts.
To help us make the most of the resources we can make available we have developed the following evaluation process that has been applied to various aspects of our service.
Basically the evaluation of a service is a comparison of the actual impact of operations or a project with the planned outcomes.
The first step is to understand why we are evaluating aspects of our service and what are we trying to achieve.
1. Most times we will be looking to develop and understanding of our service from perspectives of students and their supporters using our one-stop-shop contact centre and web presence.
2. This should result in actions that improve our service delivery and thus customer experience.
3. You may also undertake evaluation to prove a hypothesis or point.
4. For some the motivation is to improve efficiency which is usually a byword for cost savings.
When designing the evaluation exercise we need to make decisions about what are evaluating, over what period of time, what is in scope and out of scope, to ensure that our efforts are focused on a particular question, purpose or issue.
Some of the information we need for analysis may be readily available; already captured as a by-product of other activities. However, we may have to build new mechanisms to collect the data.
If we have planned, design and collected the data effectively, analysis should flow easily from the discussions that follow. Effective findings, conclusions and recommendations should include both quantitative and qualitative data and common sense reporting to stakeholders.
We then go about implementing changes arising from the analysis - ‘closing the loop’ by taking action and sharing those actions with stakeholders in the service.
This process we have applied to the various evaluation exercises for different stakeholders in the service.
Evaluation by Students
We survey all the student who visited the one-stop-shop the previous day. We ask them about various elements of service quality including the welcome, waiting times, quality of information received, speed of service and knowledge of staff. This feedback is recorded in our database and we publish a monthly report that is discussed at team meetings. Actions arising from the meetings are published on the student facing web pages. We also share the feedback we receive on several live streams on our web pages.
Evaluation by Internal Customers
Although we are continually seeking feedback from colleagues, from time to time we will conduct more formal surveys of internal customers. In 2007 we held focus groups to help improve how we referred issues to other services and how we could encourage them to provide feedback to SSiD.
Since 2004 we have been evaluating our web pages primarily through Usability testing and more recently with the Content Audits.
The daily student feedback is sent to individual so they can evaluate their own performance. Furthermore, the monthly report highlights the feedback by staff members so staff and line managers can discuss performance. We also help staff reflect on by getting them to reflect on performance against our Customer Service Performance Standards
by Scott Castle
8 December 2007
latest update 30 May 2018