The monitoring of performance had been done by our partnership scorecard surveying tool (a modified ONA survey). It basically surveys each role for performance against received value flows. We will probably replace this with a wiki survey tool plug-in so that each role will have on their pages direct feedback on assessed performance. We would still use emails to trigger the survey completion.
Stakeholder EngagementLearning to Manage Horizontally
Who are our Stakeholders? I know we have a lot! But perhaps some are more important than others….
Well maybe its not quite as easy as that … How important are you to them?
Stakeholders selected or added Roles surveyed for their critical stakeholders from predefined list
Each selected stakeholder is assessed for influence, advocacy and attention
Let’s see .... I think we should focus here! These are the good guys These are the “bad” guys High 5 4 Promoter Opponent These are the nice guys These can be time wasters 3 Influence 2 Minority Friend 1 Low 1 2 3 4 5 Low High Advocacy
Stakeholders classified according to influence, advocacy and attention Promoters Opponents Bubble size = attention Minorities Friends
Also we think “Engagement” is preferable to “Management”… Management = 1-way Engagement = 2-way
So what do you mean by Engagement? There must be an exchange of value
And “Value” comes in two forms… The tangible, expected, contracted… Products, services, reports, money … And the intangible, non contracted extras … Tips, moral support, feedback, references, recommendations … That sweetens the deal.
Let’s start by brainstorming your own value propositions…
What can I offer… What will it cost me? Welfare Services Information Information on entitlements that the client may be eligible for. Social Worker Customer Service O
What would I like from them… What is it worth to me? Timely and accurate information It helps our processing a lot if the application information can be compete and accurate Customer Service Social Worker O
What would I like from them… What is it worth to me? Fast response to our requests We are always directed to the call centre. How do we know there is really looking after us? Customer Service Social Worker O
What can I offer… What will it cost me? Request details Document what our needs are and why Customer Service Social Worker O
Do you think my stakeholders will agree with my propositions? Let’s put our “cards on the table” and find out!
And I guess we’ll have to negotiate an equitable exchange…
Its always best to negotiate face to face if possible… ... Especially when trading intangibles!
What can we do for each other? Personal follow up We will monitor cases and be a local point of contact for critical issues Customer Services Social Worker O O
What can we do for each other? Help with your paperwork We will provide and check requested information in precisely the form you need it, to ensure smooth processing Social Worker Customer Services O O
So far so good … but what we’d like is certainly not happening now! We need to build some bridges…
Partnership Scorecard Agreed “Value Exchanges” can be documented in your partnership scorecard for either self assessment, or peer to peer assessment for sustained stakeholder engagement
In Summary – Why do we think we have a superior approach to Stakeholder Engagement? We consider the “Whole” Stakeholder Network of Influences We provide tools for identifying, visualising, analysing and then selecting critical stakeholders We go beyond simply communicating, by providing tools for negotiating agreed value exchanges with critical stakeholders We provide peer to peer scorecard tools to assist with building and sustaining your stakeholder relationships
About Optimice We build tools to help organisations optimise their business relationships Our Stakeholder Engagement Toolset supports both Workshop and On-line use. www.optimice.com.au