Citizen Review Panels for Child Protective Services: An Overview
How to make best use of citizen panels in English
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Transcript of How to make best use of citizen panels in English
© OECD
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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
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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
Reliability In-depth
analysis
Sounding
board
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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!
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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
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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
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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)
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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).
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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
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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
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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
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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?”
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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
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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.
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The Besançon Citizens Panel
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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
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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! !
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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%
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(13 local policy issues)
A citizen survey of local policies
Policy Segmentation “Public Policies” Survey
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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
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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?
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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