Engagement Reporting and Metrics

Reporting and metrics to measure the engagement performance of both agencies and individual public servants.

engage report2


What it might look like: Metrics could appear in official APS reports, as well as in staff’s contracts.  

 

Why the contribution is important

Signals that engagement is a core competency to APS staff; and provides transparency on how well we’re doing it.

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  • Can you think of any metrics you’ve seen before that could serve as a model for these? For example, metrics that appear in annual reports.
  • Sometimes metrics and reporting can be treated like a hoop to jump through, or a box to tick.  How would you get people to buy into the metrics, to see them as legitimate?
  • How could you get the public involved in metrics? And make them ongoing/real time? Could there be ratings that the public give, like a Trip Advisor style rating for engagements on a digital platform?

by ProjectTeam on February 23, 2018 at 12:54PM

Current Rating

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Average score : 2.6
Based on : 9 votes

Comments

  • Posted by Jillllll February 23, 2018 at 14:42

    Adding metrics to employment contracts would have to be considered on a case-by-case basis. External stakeholder engagement isn't a part of every public servant's job due to the nature of their work or their level.

    Senior Exec can support the creation of a culture of new forms of engagement by agreeing to pilot and evaluate new ideas.
  • Posted by kleo7036 February 26, 2018 at 15:24

    Metrics can be tacked on into an Annual Report writing exercise. I think there's value in publishing metrics, in that it gives you some idea of progress over time.
    Kevin
  • Posted by milenaa February 26, 2018 at 17:05

    To be able to quantify engagement and performance would be useful as a way to benchmark different projects, but what successful engagement looks like depends on the sample population you're dealing with.

    Also, a lot of government engagement and consultation is managed via consultancies. Could you apply consistent measurements of engagement to different consultancies who each have their own approaches and methods?
  • Posted by gkend February 26, 2018 at 20:35

    To encourage greater awareness of the importance of stakeholder engagement, it could be done through the performance discussion (instead of being put in contracts). Might be a lighter-touch way to go about encouraging managers and their staff to have this conversation (even if it means for their particular work they end up not having to do much of this type of engagement) - instead of putting in contracts in the first instance.
  • Posted by RossS February 27, 2018 at 14:24

    Not sure of the value of individual 'engagement' metrics. Could lead to 'engagement' for its own sake. I think individuals manage projects on the delivery path. Good project should be able to show how 'engaged' it was... and in many ways this is an easier thing to quantify than actual impact. (which ultimately is the goal). So the individual performance measure should be around performance of the project as a whole. Of course, some project workers will naturally turn out to be better at engaging (and/or reporting on it) than others.

    Project reporting should already include metrics on engagement (people contacted [number and population type]; responses received; modes of communication used; regions visited; etc... depending on the project)
  • Posted by Jo_Langham March 01, 2018 at 11:08

    Hi All

    I'm currently completing my PhD on this topic - I have created a measurement scale to evaluate the effectiveness of the experience created for citizens by public sector organisations. I am about 6mths from completion and would consider collaborating on a test case. Please contact me if you are interested. J.langham@business.uq.edu.au

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