Organisational stakeholder feedback framework
Creating an Enterprise Stakeholder Feedback Framework to Improve Government Performance
Grosvenor worked with the Australian Financial Security Authority to develop a standardised stakeholder feedback framework that improved data quality, increased organisational visibility of stakeholder insights and strengthened performance reporting through consistent, evidence-based feedback management.
Situation
The Australian Financial Security Authority had identified that feedback from stakeholders and clients was collected by several areas and through a number of different avenues and channels. Feedback has been tailored specifically to the area that is seeking/receiving feedback and therefore is unable to be aggregated to give a collective view of stakeholder and client’s perceptions and experience of AFSA’s services/activities. It was clear that an Organisational stakeholder feedback framework would provide a standardised way to address this fragmentation.
Task
Grosvenor was engaged to develop a fit-for-purpose Organisational stakeholder feedback framework that enhances the ability to aggregate external stakeholder and client feedback (i.e. support corporate level performance information) while retaining the ability to disaggregate the feedback data for detailed insights.
Approach
The project was delivered in two key stages:
Stage 1 – Deliver a report detailing the recommended Organisational stakeholder feedback framework. The report should include a stocktake of the current approach the agency uses to collect feedback and provide advice on how ASFA can standardise the processes across the agency to collection, analysis and use. It will explore options and identify the recommended framework design.
Stage 2 – Assist with implementation of the framework. Provide advice and assistance on how to implement the recommendations for a standardised Organisational stakeholder feedback framework and approach to external stakeholder and client feedback by the agency. Provide expertise on how best to develop the feedback mechanisms.
Results
Delivering on AFSA’s vision for stakeholder and client feedback contributed to the following benefits:
- enhanced data governance and management across the data lifecycle including clear roles and responsibilities
- improved data maturity
- greater stakeholder/client feedback discoverability across the Agency
- reduced data duplication, greater reuse and potential cost reduction
- improved stakeholder/client insights and evidence-based decision making
- ability to support performance information at the whole of agency level (e.g. corporate performance measures) and area, service or sector specific details
- mitigation of loss of corporate knowledge risks
- stakeholder/client benefits such as: reduced effort through streamlined touch points, participative decision-making, improved engagement and service experience though improved data use/decision making. This demonstrates the importance of an Organisational stakeholder feedback framework for agencies like AFSA.
Explore what this could look like in your organisation
Start the conversation with Dana Cross, Program Evaluation Lead