Key Aspects

• Set Aims & Objectives
• High Level Questions
• Cases
• Define Roles & Responsibilities
• Create Action Plan
• Communicate the Message
• Seek and Adapt to Feedback

Links

• NAO Report HC 940 05-06
• NAO Report HC 497 02-03

Submit Feedback

Set clear communications aims and objectives

Lessons learnt: have we taken previous experiences into account?

Cases:

• NAO: Delivering Efficiently: Strengthening the links in public service delivery chains, HC 940 Session 2005-2006, p.4:
  Are there mechanisms in place for regular feedback and review to support continuous learning? Feedback from users, front line deliverers and other stakeholders is a crucial part of the continuous improvement cycle to raise performance of the delivery chain. Government Offices for the Regions have a role to play in gathering and sharing good practice among local delivery partners.


• NAO: Improving service quality: Action in response to the inherited SERPS problem, HC 497 Session 2002-2003, p.23:
  “The Department have established new procedures for developing new information products and reviewing existing ones... The Department's Communications Directorate should instigate each six-monthly review and is responsible for editing and typesetting leaflets, checking for 'Plain English' and arranging printing and distribution.”