DEWS stakeholder engagement satisfaction survey – results and analysis

May 2014

Summary

The survey was conducted between 12 May and 30 May 2014 and

distributed to 53 key stakeholders.

There were 27 respondents (51%) who identified as: • 6 Business owner/employee• 3 Community/community group leader/representative• 13 Public sector employee/government agency representative• 5 Industry/sector body/representative

The majority of the respondents (81.5%) had dealings with DEWS at least

once a month in the year preceding the survey.

The overall stakeholder engagement satisfaction rating (satisfied to very

satisfied) was 85% compared to 77.3% in 2013.

Overall satisfaction rating - 2014

4% 11% 85%

Very dissatisfied (0%) Dissatisfied Neither Overall satisfaction

Stakeholder satisfaction ratings

When being engaged as a stakeholder by DEWS, how important is it that officers…

(+11%)

(+16%)

(+27%)

(+25%)

compared to 2013

Understand the consequence of the initiative/program on your organisation

Involve you at an early stage in the initiative/program

Understand the constraints facing you a stakeholder

Deliver a high, professional standard of engagement

4

4

4

7

0

7

7

0

26

22

41

26

70

67

48

67

Don't know Not important (0%) Somewhat important Important Very important

%

Thinking about your recent engagement/s with DEWS, how satisfied were you that officers…

(-9%)

(-5%)

(-22%)

(+8%)

compared to 2013

Were willing to take your views onboard

Understand what you were trying to communicate or achieve

Were clear on what elements of the initiative/program were open to change

Were knowledgeable about the initiative/program/area of work

4

0

7

4

11

41

30

33

44

33

41

41

41

26

22

22

Very Dissatisfied (0%) Dissatisfied Neither Satisfied Very satisfied

Stakeholder satisfaction ratings

Importance of matters to stakeholders and their level of satisfaction with engagement by DEWS on same

Are willing to take their views on board

Are clear how much of the program/initiative is open to change

Understand the consequence of the program/initiative on their organisation

Are knowledgeable about the program/initiative/area of work

Are open to challenge

Base policy/decisions on sound evidence

Deliver a high, professional standard of engagement

Involve them at an early stage in the program/initiative

Understand the constraints facing them as stakeholders

0.00 10.00 20.00 30.00 40.00 50.00 60.00 70.00 80.00 90.00 100.00

Importance Satisfaction

Stakeholder views on what is important when being engaged

It is important for genuine engagement to occur by seeking our involvement early on in the policy development process. There is nothing more frustrating than being “informed” after a policy position has been formulated and then being told that the department has consulted with you on it.

Respect of opinion, understanding of stakeholder group we are representing, the need for sound decision making with a long term focus, productive and robust discussion creates productive and robust outcomes.

Allowing reasonable turnaround times for information requests.

Help us understand the politics of a proposal, so that we (GOCs) can frame a full-informed response.

Use a range of channels of communication – face-to-face, informal, formal, emails, formal requests for information.

DEWS approach to stakeholder engagement

Ability to listen

Ability to act in an open manner

Level of interest shown

Ability to collaborate

0 10 20 30 40 50 60 70 80 90 100

85

85

78

70

Satisfaction score (max 100)

DEWS response to stakeholder views

Transparent

Justified

Reasonable

Clear

0 10 20 30 40 50 60 70 80 90 100

59

56

78

59

Satisfaction score (max 100)

The value of different types of engagement

Public information

Online interaction

Group forums/workshops

Teleconference meetings

Face to face meetings/dialogue

0 10 20 30 40 50 60 70 80 90 100

67

15

67

52

96

Value score (max 100)

Knowing that the Government has to take in to account many competing interests, do you think that DEWS, as a government department, has been able to balance these competing interests in the development of its policy responses?

No

Somewhat

Yes

0 10 20 30 40 50 60

4

48

48

Percentage

If you undertook this survey last year, how would you compare engagement undertaken by DEWS in the past year?

Not applicable

Worse

Better

Same

0 5 10 15 20 25 30 35 40 45

40

4

34

22

Column1

Additional feedback and comments

We are probably spoilt and would happily say that DEWS approaches stand out compared to other agencies. There are limited examples of documents being released without our knowledge and communication within the agency could be improved at times.

I believe departmental officers are good people and the tone of government should be to encourage fact based objective policy development separate to the political process, but respecting the political processes right to make choices.

Keep it regular and relevant. Get the right people in the room - engagement is not just about filling a room with people who can’t contribute. Or having a meeting because it’s about engagement - have the meeting to get input and better outcomes.

Additional feedback and comments

Earlier engagement on policy topics would be helpful, with more regular updates on relevant department initiatives. Response timeframes are frequently unreasonable, both in terms of requests for information, and obtaining advice/approvals from Minister or department executives.

Understand the real costs of some policy positions to the GOC, and appreciate the difficulty in implementation of some DEWS initiatives.

I think DEWS compares favourably with counterpart bodies in other states.

From my organisation's perspective it is important to ensure DEWS officers get out in the regions and build relationships and then continue to invest in those relationships.

Analysis

Key points

Engagement preferences

Satisfaction with engagement or satisfaction with the department’s key programs/initiatives

Value in breaking down data

Review of survey questions and purpose