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LGCSB - Methodology The programme will consist of Visits, Letters, Calls, Emails and a Website assessment. Visits: Each Authority will be asked to nominate the locations for a minimum of 9 visits. Visitors will pose 9 different types of enquiry. For Authorities with several sites the sites nominated should be the ones which would deal with the types of enquiry listed. Where there are two or more sites which deal with multiple enquiry types the visits should be allocated between them in proportion to the volume of visitors each receives. Authorities can choose to add more sites and/or more visits. Letters: Each Authority will be asked to nominate the appropriate postal addresses for 9 enquiry letters. This is the minimum sample size. Authorities can choose to add more addresses and/or more types of enquiry. Calls: The minimum sample will be 18 calls consisting of three calls about each of 6 enquiry topics covering 6 main areas of public enquiry. Each Authority will be asked to nominate the telephone numbers for these calls. For Authorities with numbers covering several different types of enquiry the calls should be allocated between them in proportion to the volume of calls normally handled. Authorities can choose to add more numbers and/or more enquiries. The Call Assessment Form is more comprehensive than the one used previously but includes the original measures so can be used for comparison with the first survey. Emails: The minimum sample will be 18 emails consisting of three about each of 6 enquiry topics covering key areas of public enquiry. Each Authority will be asked to nominate the email addresses for these. For Authorities with email addresses or webforms covering several different types of enquiry the emails should be allocated between them in proportion to the volume of emails normally handled. Authorities can choose to add more email addresses and/or more enquiries. Website Survey: The first Website Survey will be repeated unchanged. Summary Reports: The main Benchmarking Report will be similar to that provided in the first survey, except that it will be provided electronically rather than printed and bound. There will be no restrictions on duplication subject to the ethical use criteria in the Terms and Conditions. Results will be compared with those scores but will also be benchmarked using the full range of scores where the Assessment Forms have more questions. Each member will be shown in comparison both with all members as well as with members of a similar type. The dummy reports for the first Wave are also on our website. The individual Management Summary Report will be similar to that provided previously but will now also contain the benchmarking data showing own performance last survey, against all members and against members of the same type. A dummy report can be found on our website on the above link. It is designed to provide a high-level report for use within each Council to save your staff creating one. It is not intended to provide a detailed analysis of your own results, though we can provide one on request. Comment and feedback: If there is anything in the Methodology or Assessment Forms which conflicts with your own standards please let us know. We will do our best to accommodate individual comments and we always welcome feedback but it would clearly not be practicable to undertake to carry out an exercise in brokering agreement for a set of common service standards across a wide range of authorities.
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