Biannual stakeholder events were organised across three locations to share the organisation’s plans with the stakeholders, providing them early information and the opportunity to comment and feedback. The meetings involved typically 20 customers with up to 30 at some meetings.
As the senior manager responsible for the end-to-end process of service delivery for many of these customers, I was responsible for presenting the plans to the stakeholders, and facilitating the meeting with them. This included:
- The selection of the themes to cover both the topics that the customers wanted to discuss and items that the organisation wanted to share.
- Compiling the information and preparing slides and other presentation or discussion materials.
- Presenting the materials
- Facilitating the discussion ensuring that all participants had the opportunity to make their comments without favouring any particular view.
- Ensuring that the comments and feedback were being captured.
- Providing updates to stakeholders on actions that had been taken as a result of previous discussions and comment to demonstrate that the facilitated discussion resulted in real change.
- Reviewing of the feedback from the forum events
- The outcomes of these events were very positive, the stakeholder attendees scoring them 8+ out of 10 for the value that they gained. Positive feedback was given on the value of being listened to and the changes that were made as a result.
The contribution from the stakeholders delivered real change to processes, systems and service, including changing payment terms, providing information booklets, and customer surgeries to enable customers to discuss their requirements informally.