Experience

Community & Internal Survey Research Program

“A centralized, coordinated survey research program consisting of internal clients submitting survey support requests (via a coordinating body – Communications) and receiving best practice support for the design and programming of research surveys.”  

Key Benefits

  • Maximize Customer Satisfaction - and minimize resources spent on resolving complaints. 

  • Generate and Measure KPI's - Support performance-based operations and decision-making. 

  • Mitigate Risk - Enables near-real time alerts of customer complaints to be addressed and resolved. 

Community Engagement Research Panels

“A survey software database of fully-profiled community residents who have agreed to participate in surveys for the community.” 

Key Benefits

  • Speed - 90% of survey results can be gathered in 72 hours 

  • Representative survey results of entire population. 

  • Builds Community Engagement connections with residents and capacity for public consultation. 

  • Balances vocal minority with silent majority.

  • Quick - no lag time as real time results are available.

Satisfaction

Voice of the Customer

Feedback

Program

“A comprehensive program that collects and manages the flow of customer feedback, including alerts requiring follow-up. Proactively manage residents’ concerns versus reacting to social media posts.”

Key Benefits

  • Maximize Customer Satisfaction - and minimize resources spent on resolving complaints. 

  • Generate and Measure KPI's - Support performance-based operations and decision-making. 

  • Mitigate Risk - Enables near-real time alerts of customer complaints to be addressed and resolved. 

Performance Improvement Alerts & KPI Dashboards

“A survey software database of fully-profiled community residents who have agreed to participate in surveys for the community.” 

Key Benefits

  • Speed - 90% of survey results can be gathered in 72 hours 

  • Representative survey results of entire population. 

  • Builds Community Engagement connections with residents and capacity for public consultation. 

  • Balances vocal minority with silent majority.

  • Quick - no lag time as real time results are available.

Web-Forms & Digital Collection

“Moving beyond paper-based forms or fillable PDF’s to digital web-forms for data collection, analysis and dissemination across your municipality.”

Key Benefits

  • Save Time & Effort - Eliminate the need for staff to complete data entry. 

  • Increase Data Accuracy - We know municipal data processes and systems.

E-Learning Programs

“Digital delivery of training material via a combination of audio/video, printed material including test questions to ensure learning.”

Key Benefits

  • Save significant costs related to scheduling staff for half-day or full-day in-class sessions including instructors.

  • Have training delivered on demand, not when sufficient class size is achieved.

Awareness

E-Newsletters & Ad Hoc Campaigns

“Connecting with a specific audience of residents in support of community projects.”

Key Benefits

  • Create a connection with residents during the duration of a single project.

  • Boost the awareness of and connectedness with the affected community during the project.

  • Provides quick reference ability for project email subscribers.

  • Ability to engage and secure subscribers offline (at events, open houses etc.)

  • Use when updates are available, including news, surveys, plans, reports)

E-Communications Program

“A programmed approach to providing two or more e-newsletter categories to residents.”

Key Benefits

  • Build committed, long-term engagement with residents. No need to continually re-engage.

  • Direct-to-resident, focused channel communications – no interpretation by local media nor competing content as on social media channels.

  • Achieve high open and click through rates; increased website traffic.

  • Opportunity for cross-pollination between categories.

  • Boost awareness of and registration in municipal programs. 

  • Provides quick reference ability for e-news subscribers.

  • Ability to engage and secure subscribers offline (at events, open houses etc.)

Community Engagement Project Pages

A single comprehensive webpage which provides community members all relevant information regarding your current project. ShapeMyCommunity.ca/ProjectName

Key Benefits

  • Coordinate all community and internal communications via the Project Page.

  • Engages residents focused on singe site for all project information. Easy to remember vanity URL.

  • Speed – can be created for promotion within 2 days.

  • Low Cost – compared to utilizing internal resources to build single use webpage.

Community Engagement Projects Portal

“A comprehensive web portal which provides community members all relevant information regarding all your community engagement and public consultation efforts.”

Key Benefits

  • Coordinate all community and internal communications via the Projects Portal.

  • Engages residents focused on singe site for all project information. Custom, easy to remember vanity URL.

  • Speed – can be created for promotion within 2 weeks.

  • Low Cost – compared to utilizing internal resources to build single use microsite.

Our Client-Partners

CALL OR EMAIL US TODAY

Learn how we can help you in your COVID-19 efforts and community engagement in general

Kent Waugh

Managing Partner

604.613.5368

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BUILDING LONG-TERM COMMUNITY ENGAGEMENT IN MUNICIPALITIES

Copyright 2020 Waugh Management Consulting Inc. (DBA The W Group)

Coquitlam, British Columbia, Canada