This document discusses co-delivery of the Global Citizenship Development Program (GCDP) between partner countries. Co-delivery involves sharing responsibilities between sending and hosting entities to improve the trainee experience. It outlines co-delivery approaches for product development and customer experience. Key principles of co-delivery include trust, co-design, alignment of expectations, communication, and evaluation. Both sending and hosting entities would be involved in operations, pre-exchange, exchange, net promoter score surveys, and post-exchange activities. The goal is to create the right product and best service delivery through understanding trainee needs. An example of co-delivery with CY (Czech Republic) includes joint preparation webinars and a shared project spreadsheet.

1. GCDP Matching

2. GCDP Quality

3. NPS (June –
January)
NPS Score: 22
Response Rate: 70% (182 out of 208)
Promoter: 85
Detractors: 45
Passives: 52
Open cases: 3
In progress case: 6
Closed cases: 49

4. Detractors - issues
34 – AIESEC´s support during XPs (7Home, 29host)
21 – JD (Clarity, Aligment with TN form)
15 – Logistical support (Pick-up, Accomodation)
13 –Personal Development (Goal setting, Personal
development plan)
13 – Opportunity to create positive social impact
(Visible impact of JD/project/org.)

5. Promoters - issues
16 – Communicatin effectively during
acceptance procedure
9 – Selection process
9 – Induction to AIESEC
8 – Information about GCDP programme
5 – Matching support

6. GCDP Quality
CY Partnerships (11 countries)
-Set numbers
-sharing materials
-Co-Delivery

7. Customer Feedback Example
Same project in XXX, two different comments:
Trainee A “I had a fantastic experience living and working with 10 trainees from 7
different countries working in schools at rural XXX it completely challenged my
status quo and understanding of XXX people and I see many of my cultural barriers
become the bottleneck of my interaction with the locals which leads to so much
personal reflection, it’s really cool!” - NPS 10
Trainee B “The project’s condition is really bad and we were put into a room of 10
away from the city without internet coverage at all, as there’s no one from the
staff speaking English there, it was almost impossible to be understood. I really
think this is not worth it.” - NPS 2

8. Co – delivery?
ppt

9. What it´s purpouse?
We want to create the right product for the
right expectation for the EPs
We want to deliver the best service delivery
and experience for our GCDP EP by
understanding what their needs through
out the GCDP experience.

10. How are we able to develop this codelivery?
Co-delivery based on
Product Development
Co-delivery based on
Customer Experience

11. Product Development
ICX
OGX

12. Co-Delivery based on
customer experience

13. Key PRINCIPLEs
TRUST
Understanding of your own market
Co-design in Product Development
Alignment of Expectation and Timeline
Resource Allocation (HR/Finance/Time)
Regular Communication and Evaluation

14. Co-delivery
• Co-delivery is a more concrete way to do
cooperations, in order to provide more
and better experiences.
• The responsibilities are shared between
the host and sending entity.
• The main focus is the development of the
EP/Trainee.

15. Home Entity Side
Operations
Pre- Exchange
- OPS
- Introducing EPs to AIESEC
- Logistical support of EPs
for the internship
- Preparation Webinars
- Expectations setting on JD
Exchange
-EP Lead Delivery and
Logistical Support
(Check In)
NPS
C o - d e l i v e r y
-Attend NPS Webinars
-Implement NPS Culture
-Assure Response Rate of
the matched experiences
Post - Exchange
-Re-Integration Seminar
- Improvement of OGX
product & processes based
on customer feedback
-Improvement of ICX
product & processes based
on customer feedback
F l o w
-Assure Response Rate of
the realized experiences
-Assure Response Rate of
the completed experiences

16. Host Entity Side
Operations
Pre- Exchange
-- OPS
- Introducing EPs to AIESEC
- Logistical support of EPs
for the internship
-Preparation Webinars
-ExpectationssettingonJD
Exchange
-EP Lead Delivery and
Logistical Support
(Check In)
NPS
C o - d e l i v e r y
-Attend NPS Webinars
-Implement NPS Culture
--Assure Response Rate of
the matched experiences
Post - Exchange
-Re Integration Seminnar
- Improvement of OGX
product & processes based
on customer feedback
-Improvement of ICX
product & processes based
on customer feedback
F l o w
-Assure Response Rate of
the realized experiences
-Assure Response Rate of
the completed experiences

17. Co
Operations
Pre- Exchange
- OPS
- Introducing EPs to AIESEC
- Logistical support of EPs
for the internship
- Preparation Webinars
- Expectations setting on JD
Delivery
Flow
Exchange
NPS
Post - Exchange
-EP Lead Delivery and
Logistical Support
(Check In)
C o - d e l i v e r y
-Attend NPS Webinars
-Implement NPS Culture
-Assure Response Rate of
the matched experiences
– Check List
-Re-Integration Seminar
- Improvement of ICX
product & processes based
on customer feedback
-Improvement of OGX
product & processes based
on customer feedback
F l o w
-Assure Response Rate of
the realized experiences
-Assure Response Rate of
the completed experiences

18. Co-delivery with CY
• Preparation webinars (Russia – 5.3./6.3.)
-about projects for summer
-cultural shocks
-questions and concerns
CY Spredsheet:
https://docs.google.com/a/aiesec.cz/spreadsheet
/ccc?key=0Aplc1TOfw98OdFFMQzN6bksyWmZFT
E9tUFFKVFNGS3c&usp=drive_web#gid=0

19. Way of Ma
• Partnership MA tools + National Searchtools
• GCDP EP searchtool
• Black list + pink list (accordin to NPS)