Stakeholder Engagement Survey

case study on stakeholder survey across state, territory and federal government levels for the national health funding body

PROJECT BRIEF

Since 2018, the National Health Funding Body (NHFB) has been working to improve their communication to ensure that they deliver a transparent, user centred and value adding service for stakeholders. 

The NHFB commissioned contentgroup to conduct a third round of stakeholder surveys (the previous surveys were conducted in 2018 and 2020).

The purpose of the 2021 stakeholder survey was to gain honest and open feedback from stakeholders and ensure that the NHFB was delivering clear, consistent and timely communications to stakeholders.

 

The client

National Health Funding Body (NHFB)

industry

Health Administration

duration of the project

August 2021

Services

Personnel

Strategic Approach

contentgroup used the 2018 and 2020 Stakeholder Survey reports as a guide and benchmark for the 2021 survey results. 

When devising the survey questions and final report, contentgroup used its content framework methodology to clearly identify a set of themes and impactful recommendations. The themes identified in the report will allow the NHFB to effectively measure engagement with stakeholders and ensure that they are delivering fit for purpose communications.

tactical steps

In 2021, contentgroup conducted 14 stakeholder surveys for the NHFB. Stakeholders were from the state, territory and federal government levels. These discussions ran through a range of questions and focused on gaining open and honest feedback from interviewees.

Following the interviews with stakeholders, contentgroup produced a final Stakeholder Survey Report. The report includes findings from the 2021 survey and benchmarks against data from the 2018 and 2020 surveys.

deliverables

The key deliverable was a 2021 Stakeholder Survey Report highlighting a range of direct quotes from stakeholders, graphs highlighting stakeholder satisfaction scores and a range of high-level recommendations.

The two core objectives of the 2021 Stakeholder Survey Report were to benchmark data from the 2018 and 2020 reports and to incorporate evidence of stakeholder satisfaction in the 2020-2021 NHFB Annual Report. Both objectives were achieved.

Stakeholders provided insightful and consistent feedback regarding the current state of the NHFB’s communications. This allowed the final report to be comprehensive in its benchmarking.

“The benchmarking work done by contentgroup met our expectations. We received clear and realistic recommendations on improving our stakeholder engagement going forward. As a small agency, having suggestions which are tangible and fit-for-purpose is important to us”.
Beci Imbriano
Director, Policy, Planning & Performance, NHFB

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