Assessing service delivery, performance and communications in Leeds
 
The challenge of this project was to design, develop and manage this major authority-wide consultation exercise. The Council was keen to create an efficient survey, using a range of existing statutory survey components alongside questions designed specifically for the local context. Equally, there was a need to provide robust reporting to support the five Area Management structures in Leeds.   
 
Annual and Intensive Surveys
 
QA has been part of the Leeds City Council’s Annual Survey Working Group from inception in 2005, helping to shape the process and survey content to meet the needs of all partners. Through a series of discussions the Annual Survey was designed to capture the views of 2000 Leeds area residents to a strict demographic quota.
 
Our knowledge of questionnaire design and project management guaranteed efficient face to face fieldwork. The resulting research was highly representative of the wider population. Our analysis and reporting allowed the Council to view results at overall and Area Management levels, as well as exploring the effects of relative deprivation on outcomes.
 
We also helped the council complete the 2006 Survey in Intensive Neighbourhood Management Areas, again with a face to face method. This involved fieldwork in the 3% most deprived neighbourhoods in Leeds using a modified version of the Annual Survey to create a baseline of perceptions and service use in NM areas. 
 
Benchmarking progress
 
Results from the surveys are being used to benchmark progress in a range of policy and service delivery areas and to inform recent changes to Area Management structures. The findings of our research have provided a robust platform on which to plan future services and priorities for improvement. QA is continuing to deliver and develop the Annual Survey series in Leeds for 2007 and 2008.