Ealing Borough Case Study: Community Feedback


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Ealing Borough Case Study: Community Feedback

  1. 1. Community Feedback Case Study Listening and responding to residents through surveys London Borough of Ealing offers services for the 342,000 residents of London’s third largest borough. More than 3,500 of the council’s employees manage services ranging from housing and schools to parking and recycling. SurveyMonkey Enterprise helps Ealing employees stay in touch regularly with residents and make sure their feedback affects decisions about borough services. At a Glance Situation • Surveying residents via paper surveys or door-to-door visits is slow and costly • Local government departments want to manage their own surveys, yet need a central way to share results Survey Results • By eliminating paper surveys, costs drop by as much as £5,000 pounds per mailing • Residents’ panel gains higher engagement with fewer members, with more frequent surveys Smarter Decisions • Residents provide valuable feedback for streamlining payments and processes for the housing benefit system • Consultations on new parking regulations are now managed through surveys, fast-tracking implementation of parking zones “We have a duty to consult with Ealing residents when making decisions, big or small, that affect them—but surveying a diverse population on a wide range of issues is challenging for our lean staff to manage. SurveyMonkey Enterprise makes it easy for every department to run its own surveys, collect feedback, and act on what they learn.” – Rajiv Ahlawat, Research and Consultation Manager, London Borough of Ealing Visit surveymonkey.com/enterprise today
  2. 2. What decisions did you make using survey feedback? About twice a month, the council reviews the need for new or existing Controlled Parking Zones (CPZs), which limit how and when people can park in an area. We use SurveyMonkey to get feedback from local residents. The decision to institute a CPZ is almost entirely based on the results of these surveys—if a majority of residents do not want it in their area, the proposals are not taken forward. – Rajiv Ahlawat, Research and Consultation Manager, London Borough of Ealing Finding out how more than 340,000 borough residents feel about everything from council housing to parking zones is a big undertaking, especially if you’re going door to door or mailing thousands of paper surveys. SurveyMonkey Enterprise eliminates resource-intensive personal visits as well mailing/inputting expenses for Ealing, while also boosting engagement from community members. “The results from our surveys inform decisions the council makes, so it’s important that we get accurate feedback from our community,” explains Rajiv Ahlawat, Research and Consultation Manager for Ealing. “But every department—such as housing, transport, and children’s services—needs to manage its own surveys in a way that saves time and money, and draws as many responses as possible. We needed to find a user-friendly way to do online surveys.” SurveyMonkey Enterprise gives Ahlawat and his colleagues the mix of easy survey administration and fast feedback that they need. “Last year, there was a big change in how social benefits were paid out for housing allowances—the payments from the central government were given to local governments to administer,” Ahlawat says. “The changes were complex, and we had to introduce residents to the new scheme. By using surveys, we discovered which elements of the policy residents like or didn’t like, and we aligned the council tax support system with their needs.” SurveyMonkey Enterprise also helps transform how Ealing council regularly surveys a residents’ panel, which fields both general queries, such as opinions on quality Visit surveymonkey.com/enterprise today of borough services, to specific questions, like what to name a resident’s feedback feature on the Ealing website. “We initially had 3,000 residents sign up for the panel, but since we didn’t have ways to reach them online, we asked questions using newsletters and paper surveys,” Ahlawat says. “This was costly, and the response rate wasn’t very high. Today, our panel consists of 800 people, but they’re much more engaged, so we can survey them more frequently.” Learn more about how SurveyMonkey Enterprise can help your entire team make smarter decisions. Visit surveymonkey.com/enterprise today.