Making an impact
Mainstreaming into service planning
One of the best ways to ensure that services are focused on community priorities and needs is to incorporate community views when planning and designing services, or reviewing them. Include consultation and engagement activities at key stages of review and planning, whether this is a statutory requirement or not.
Think about including the community view:
- when services are being delivered "as normal"
- when planning new services/before changes are made:
- developing options
- testing and refining options
- considering detailed delivery of the service
- after changes are made to assess their effectiveness
Methods to consider include:
- focus groups when considering options for new services
- exit surveys in order to improve front-line customer service
- on-going customer panels to provide "running commentary" and suggestions for service improvement
- gathering views from community groups/Neighbourhood Watch schemes as part of a schedule of regular visits
- one-on-one interviews about new publicity materials
- questions on police activity as part of a local authority/police residents' survey or citizens' panel survey
- mystery shopping/visits to assess strengths and weaknesses of a service.
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