BUILDING LONG-TERM COMMUNITY

ENGAGEMENT IN MUNICIPALITIES

 

MAXIMIZE

COMMUNITY ENGAGEMENT

AWARENESS

EXPERIENCE

SATISFACTION

What We Do

The W Group helps municipalities maximize awareness, experience and satisfaction.

We design, implement and manage holistic, best practice solutions that drive maximum community engagement.

 
 

BUILD AWARENESS

Utilize a best practices outbound

e-communications program to proactively deliver ongoing information to community members. 

Inform, educate and motivate community members' experiences and involvement.

MAXIMIZE EXPERIENCE

Conduct high-quality research that supports effective decision-making for services, programs and infrastructure.

Conduct representative surveys of general population and targeted community members.

DRIVE SATISFACTION

Leverage community members to secure a stream of inbound customer feedback that drives greater internal and external satisfaction.

Gather feedback across community interactions to support process & performance improvements.

 

PUBLIC TRUST

ENGAGED RESIDENTS

HIGH QUALITY OF LIFE

CLIENT APPROACH

"Our services model is designed to provide as much or as little support as required, based on our clients needs. Often, structuring programs requires more hands-on; once launched clients may manage internally."

Kent Waugh, Managing Partner

A Unique Client Service Approach

Assess - Design - Implement - Manage - Measure - Adjust - Expand - Handover - Ongoing Support - Vacation/Leave Coverage - Future Expansion

Build Awareness through

Outbound E-Communications 

Utilize a best practices outbound

e-communications program to proactively deliver ongoing information to community members. 

SERVICE OBJECTIVE:

Inform, educate and motivate community members' experiences and involvement.

BENEFITS:

  • Proactive, Focused Information Delivery 

  • Learn What Residents are Interested In

  • Drive Traffic to Website

  • Decentralized Content Curation with Centralized Design and Management

  • Delivery, Open & Click Thru Analytics

  • Maximize Program Attendance

  • Support Community Alerts

The W Group specializes in designing and managing highly effective e-newsletter programs for municipalities. 

"Effective community engagement always starts with a proactive, focused, consistently delivered stream of information to community members."

 

Adel Waugh, Managing Partner 

E-Newsletters vs. Social Media

 

SERVICE OBJECTIVE:

Conduct representative surveys of general population and targeted community members.

BENEFITS:

  • Results Representative of Community Population  

  • Conduct Surveys within 3 Days NOT Weeks

  • Build Capacity - Save Time & Money by Developing a Panel of Research-Ready Residents.

  • Centralized Design and Management with Detailed Billing for Internal Recovery

  • Tap into Research Expertise Only When Needed

Maximize Experience through

Research-based

Decision-making 

Conduct high-quality research that supports effective decision-making for services, programs and infrastructure.

The W Group provides professional research support services coupled with Community Engagement Research Panels to deliver survey results representative of your community's population. 

"Effective community engagement, we feel, must include methods to build capacity while easing the cost and time required to collect insights from community members."

 

Kent Waugh, Managing Partner 

What are Community Engagement Research Panels?

Drive Satisfaction through

Inbound Customer Feedback 

Leverage community members to secure a stream of inbound customer feedback that drives greater internal and external satisfaction.

The W Group transforms 'customer comment card' programs into a powerful management tool. Applying research expertise, design, technology and new feedback channels help municipalities to address immediate concerns and identify systemic issues.

SERVICE OBJECTIVE:

Gather feedback across community interactions to support process & performance improvements.

BENEFITS:

  • Continuous Improvement Programs

  • Early Warning – Risk Mitigation

  • Performance Measurement – KPI’s

  • Systemic Issue Identification

  • Centralized Response Management

  • Customer Feedback Data-Supported Budgeting - Get the Biggest Bang for the Buck. 

"Effective community engagement is directly impacted by how well a municipality delivers its services and programs. The better its delivery, the higher public trust and greater the community's engagement."

 

Kent Waugh, Managing Partner 

Voice of the Customer Feedback delivers...

 
 

Contact Us

Learn how we can maximize your community engagement efforts.

Call us today! We can help you and your municipality maximize Awareness, Experience & Satisfaction.

 

Kent Waugh

604.613.5368

 

Adel Waugh

604.307.2100

Copyright 2017 The W Group

Coquitlam, British Columbia, Canada

Waugh Management Consulting Inc.

PRIVACY POLICY

Kent Waugh

Managing Partner

Kent has nearly 35 years of experience conducting public consultation on behalf of municipalities, regional districts, First Nations and provincial agencies. In addition, he has pioneered online research panels, establishing one of the first global panels in 1999, then later working with Angus Reid to establish his Canadian-wide research panel. Kent focuses his time helping local governments build all aspects of their community engagement capacity.    

Adel Waugh

Managing Partner

Adel is a multi-award winning corporate leader who now dedicates her time to ensuring local governments have access to and are utilizing best practice tools and techniques to maximize community engagement, customer experience and operational efficiencies. 

Rupinder Baweja, B.Sc., MBA, PMP

Senior Associate

Rupinder's specialized government consulting background and project management expertise serves her well as The W Group's lead client specialist. Rupinder's proficiency and drive enable her and her team to manage client research and engagement needs seamlessly.

Tammy McKenna, B.Sc., MBS

Senior Associate, Analytics

Tammy's extensive experience in all aspects of research including most specifically in the analysis of data sets enables her to find insights within data and delivery them in concise, clearly understood reports that drive decision-making. Our data scientist manages insights gained from The W Group's e-communications web analytics, research surveys, Community Engagement Research Panels and Voice of the Customer Feedback Programs. 

Alexandra Kercso

E-Communications Designer

Alexandra was made for the Internet, or it was made for her. She lends her leading edge Internet marketing and communications expertise to The W Group's e-communications service programs to build community awareness.

Kristina van der Wal

Accounting

Kristina's attention to detail and accuracy supports The W Group's detailed effort billing which enables clients to centrally manage the (simplest to most sophisticated) community engagement program and complete internal cost recoveries.

Zachary Waugh

Graphic Design & Photography

Zack provides his design expertise in several categories such as print, app, web, and logo. His passion for design extends to photography and videography. 

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Our Team