Posted tagged ‘feedback’

Bench Pressed

February 27, 2012

Because thinking of a different picture was too difficult

As regular readers of our blog will know we really love to start a debate and are perfectly comfortable with people telling us that we don’t know what we are doing. Thus, we were rather pleased with the debate following our post about benchmarking (smack my bench up) and thought that it was worth following up on some of it in today’s post.

As a reminder our post had argued the following:

To be honest I would be quite happy if I never saw another benchmarking report ever again.

Who knows? Managers might even be encouraged to focus on their own services rather than comparing themselves against others based on a series of arbitrary, inaccurate and ill-fitting indicators.

Not much room for nuance there eh?

So without further ado let’s begin with a quick point from twitter. Jonathan Green took exception with our contention that benchmarking is inherently wrong and asked the following (albeit rhetorical) question:

@WeLoveLocalGov if u can’t manage a meaningful helpful benchmarking exercise to help improve services should you be managing a service at all?

A fair point and there is undoubtedly an element of bad practice that underpins my dislike of benchmarking. However, I still think there is a wider question. I’m sure our managers could complete a decent benchmarking exercise (a concession on my part) but with all the difficulties I’ve already identified is it worth their while?

To which an interesting comment from Kriswith on the blog itself seeks to answer that point:

The problems is that if you collect performance data but don’t have any context for it then you have no idea if you need to be doing something about the results. One example I know of is a score from a national survey. My borough got 27% which in itself might have been a worry – until we found out that this was the third highest score in England. Without the benchmark we might have spent money on a problem that wasn’t really a problem.

You can always find a health warning attached to any benchmark but that doesn’t mean the context you get from comparisons with others is not still useful in understanding your own performance.

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Fingers in our ears

September 7, 2011

Constructive criticism isn't found in the sand

We’ve all heard people criticising the council before. Whether it’s been through corporate complaints and members enquiries, through standing behind someone in a queue at a Council office or even just sitting at home listening to a friend or family member maon about the potholes in the road; criticism is everywhere.

This also isn’t restricted to ‘real world’ settings. Increasingly people are criticising councils digitally, through e-mails, Facebook postings and groups, Twitter, forums and other online spaces, people more than ever are telling us and the rest of the world what they think.

So what do we do with all this valuable feedback? Do we thank them for this information, even if it’s usually negative, and go about righting wrongs where possible and explaining our positions when not? Do we collect it all and analyse it in a darkened room, adding it to reams of resident survey findings and referring to it in reports?

Or do we pointedly ignore it, refusing to do anything unless prompted to directly and making sure that no online space provided by us has anything other than positive news on it?

I’ll give you one guess.

The overwhelming majority of councils in the experience of this blogger sadly seem to be making the final option presented there their preffered MO. Whilst individual officers may go out of their way to search out and collect this information in the full knowledge of how useful it may be, collectively as organisations we tend to take the ostrich approach instead. (more…)