How to make best use of citizen panels in English

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SIGMA's workshop on Quality Management in Public Services made participants aware of key elements in quality management and will enable them to apply these approaches in their daily role within the Government. The workshop will also encourage team work and peer learning across the public organisations in Croatia.

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How to make best use of citizen panels in English

  1. 1. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Zagreb, 22-23 May 2014 (School of Public Administration) Citizen involvement in service quality: Citizen surveys, focus groups, & citizen panels Marcel Guenoun & Elke Loeffler, SIGMA Experts
  2. 2. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU How can you measure citizen satisfaction? Qualitative analysis Quantitative analysis Quantitative/ qualitative analysis Focus groups Citizen surveys Citizen panels Understand citizens’ views, empathy Representative sample, external validity Views of different stakeholders, quick feedback ReliabilityIn-depth analysis Sounding board
  3. 3. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Strengths & weaknesses of survey methodologies Speed Flexibility Interaction with service users Coverage of service users Response rate Cost Phone survey + + + + ++ + - - Written survey - - - - + - - + Online survey + + + + - - - - ++ Face-to- face survey - + + + + + + - - A context-specific choice of the approach is key!
  4. 4. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Source: European Institute of Public Administration: European Primer on Customer Satisfaction Managment, 2008, p. 52-53 (adapted). The 5 – D Model for raising the right questions D 1 Definition of the ‘problem’ D 2 Design D 3 Data collection D 4 Data analysis D 5 Communication D 6 Use of data and information gathered
  5. 5. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Internal vs external perceptions Public officers Citizens In your view, what are the issues that should be discussed in the local council meetings to attract the interest of citizens? 1 Neighboorhoods 2 Traffic 3 Culture 4 Education & early childhood 5 Environment 6 Green space 7 Public safety 8 Social cohesion
  6. 6. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU An important survey result from Besancon 57%of overall satisfaction concerning the municipality is explained by front-office satisfaction… A cause-effect analysis that makes you gain politicians audience! (and more if you balance front-office budget with overall budget)
  7. 7. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU What is a focus group? A dialogue method whereby a discussion group of about eight persons is assembled for the purpose of exploring participants‘ views and attitudes to a structured set of questions and issues. Normally chaired by a trained & independant facilitator. Source: The Consultation Institute: Effective Focus Groups. A Consultation Institute Best Practice Guide by Barry Creasy (adapted).
  8. 8. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Strengths and weaknesses of a focus group + Allows to discuss more complex issues, useful to gain ideas for quality improvement + Do not cost much, even though in some cases a small financial reward should be given to the participants (e.g. a shopping voucher) - Are not statistically representative even though focus group members may represent different stakeholders - Role of faciliator is crucial, needs to be independent and professional
  9. 9. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Case study: Assessing the quality of life and governance in a housing estate in the UK The Beacon Community Regeneration Partnership is a resident-led charity in Falmouth, Cornwall which started in 1996 and now offers a range of services to local people, including a garden and handyman Service. http://www.bcrp.org.uk
  10. 10. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Current state W Quality of governance Tenants Staff Public officials Voluntary sector Local business Media Private contractors Quality of outcomes Board Trend The Governance Test © Governance International 2014 Objective of the focus groups in Carrick Housing Estate
  11. 11. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU The structure of the focus group sessions Each focus group discussed: 1) The current STATE “How safe do you feel in this area?” 2) The TREND “Has safety improved or got worse in the last three years or so?” 3) PROPOSALS “How could organisations and groups working in this area deal with identified weaknesses and build on strengths?” 4) The WILLINGNESS of participants to get engaged in helping to implement the discussed proposals “What are you willing to do to make things better?”
  12. 12. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Example of the composition of a focus group Issue to be discussed: Community safety Focus groups of: A) Citizens B) Business C) Media D) Public sector
  13. 13. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU The result: A Balanced Scorecard for Public Services on Carrick Housing Estates, UK Quality of Life Issues Liveable environment Carrick Housing Staff  Board members  Voluntary groups  Carrick District officers  Public officials  Community safety Young families  Media  Health, social well- being and disability issues Disab. Tenants  Board members   Education and Training Young People  Business  Governance Principles Transparency Young families  Board members  Media  Partnership working Carrick Housing staff  Board members  Public officials  Voluntar y groups  Sustainability Carrick District officers  Young people  Honest and fair behaviour Disab. tenants  Private contractors  Business  Further information: Bovaird, Tony and Löffler, Elke (2007), Assessing the Quality of Local Governance: A Case Study of Public Services, Public Money & Management 7 (2), pp. 293-300.
  14. 14. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU The Besançon Citizens Panel
  15. 15. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Recruitment of panel members Database : 19.885 Random draw : 5.000 Contacted : 4.340 Answered the questionnaire : 1.092 Accepted to become a panel member : 800
  16. 16. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Who are the panel members? Besançon Échantillon Agriculteurs 74 0 Artisans, commerçants, chefs d'entreprise 2.248 17 Cadres, professions intellectuelles supérieures 7.883 61 Professions intermédiaires 13.071 101 Employés 16.049 125 Workers 10.915 85 Retraités 17.391 135 Unemployed 15.353 119 Students 20.099 156 Total 103.083 800 Those 3 segments of population were recruited “on site” because they often do not have a phone number or accept to answer! !
  17. 17. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Public Service Quality: An analysis of citizens’ expectations Satisfaction level Contribution to satisfaction Reliability -0,3 77% Transparency -0,4 63% Customer relations -0,3 58% Inclusion -0,3 55% Tangible characteristics +0,2 54% Assurance +0,1 49%
  18. 18. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU (13 local policy issues) A citizen survey of local policies Policy Segmentation “Public Policies” Survey
  19. 19. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Tetraclass analysis of public policies Tetraclass analysis of a specific policy Importance/performance matrix of a key policy dimension Contrasting internal & external perceptions Panel outlook 19
  20. 20. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Group exercise: Assessing customer satisfaction Discuss in small groups (from the same organisation if possible):  Do you know if your citizens are satisfied with the service(s) you deliver?  If yes, how do you know (how do you collect information)? If you don’t know, what are the questions would you like to ask them?  From your point of view, what are the key elements in your service which create satisfaction or dissatisfaction?
  21. 21. © OECD AjointinitiativeoftheOECDandtheEuropeanUnion, principallyfinancedbytheEU Source: European Institute of Public Administration: European Primer on Customer Satisfaction Managment, 2008, p. 52-53 (adapted). Assignment: Design a citizen survey, a focus group meeting or citizen panel based on the 5 – D Model D 1 Definition of the ‘problem’ D 2 Design D 3 Data collection D 4 Data analysis D 5 Communication D 6 Use of data and information gathered

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