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Recent assignments..

A couple that were different from the norm.  The first was to help a metropolitan borough undertake a consultation exercise with hard to reach groups about its revenue and benefits services.  We discussed a range of options, and eventually came up with the main part of the session having the customers seated at a series of round tables, which then received ‘visitors’ – Council staff – would would ask questions in an informal, friendly way, about particular services. So the customers stayed in their seats, and the staff moved round.

Then, after a free lunch, the customers were encouraged to visit a range of ‘stalls’, scattered round the room:

  • remeniscence corner, where the customers could talk about the best or worst customer experience they had ever had

  • the soapbox – where any customer could ‘take the stand’ and talk about any issue they felt strongly about – this was video recorded

  • being MAD – Making A Difference.  At this stand, customers were asked “if you could offer a single suggestion to improve services, or a single thing you’d like to change, what would it be?”
  • the IT hot spot – a stand where staff demonstrated and asked for views on the latest ways in which the service was using new technology to improve access

Another recent assignment was to help a local council’s youth service run a residential weekend for 11-18 year olds.  This is the group, and their helpers:

Often people at the younger end are shy and reluctant to speak out.  One technique we use to get people’s ideas and opinions is to use post its and dots…

The ETD Feedback Word Cloud …
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