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The Approach
The volunteer analysts started the project by interviewing staff in the EPF office who offer initial advice to clients, issue questionnaires regularly to clients, analyse the results and write regular reports on survey results. A key issue was that property matters take a long time to resolve and the effects of property decisions will last for many years.
The team researched ways of measuring impact, including the Treasury’s ‘Green Book’, and examined the existing questionnaires, the type of benefits recorded, the reporting system and the recorded feedback in some detail, noting problems as we went along. They spoke to a sample of clients and ran a workshop for property professionals and EPF office staff to confirm the types of benefit which can be obtained through use of EPF advice and to assess which of these might be measured and by what process. All this information was used to design a simpler, less time-consuming system for capturing long-term benefits and drafted and tested the questionnaires to be used in it.
“I have been through the report and am delighted with its scope and rigour" - Chief Executive