Orange Consulting Ltd. // www.orangeconsulting.co.nz

By: Orange Consulting  06-Dec-2011
Keywords: Service Performance Evaluation

Orange Consulting completed various projects where it has created significant value and market opportunities for their clients. We are glad to present some.

Client
New Zealand South Island City Council

Focus

Long-term planing support.

Main marketing tools utilised

Service performance evaluation (including qualitative and quantitative market research). Development of service performance measurements and indicators.

Objective and brief

To investigate service levels (as assessed by ratepayers) for key services provided by the City Council and to recommend performance indicators to measure future service delivery. Determining these will allow Council to improve the quality of life of residents/visitors and manage resources more effectively. This stage of the project investigated six service areas: Water, Sewerage, Storm water, Cemeteries & Crematorium, Roading, and Parks & Reserves. These service areas account for 58% of expenditures from the Council’s rate revenue.

Background

The research was undertaken to investigate ratepayers’ performance perceptions of Council’s current service levels, to explore how services could be improved from the ratepayers’ perspective, and to provide a foundation to establish service level indicators as required by the Local Government Act 2002 in the preparation of the new Long Term Council Community Plan.

Previous to the consulting project, service levels desired by residents had been largely based on managers’ intuition, not on concrete empirical evaluation.  Given the strategic, tactic and political implications of results, the service performance evaluation needed to be conducted by a qualified and independent third party in order to ensure objectivity.

Solution

Service performance evaluation was determined mainly through four stages. First, Council’s perspective was analysed by studying planning and technical material, visiting service provision facilities and talking to a range of managers. Second, focus groups were conducted in all service areas, meeting with a representative mix of community stakeholders. Third, based upon the qualitative findings a quantitative mail survey was then conducted yielding a 45% response rate. Finally, service performance measurements and indicators were developed and suggested to the Council.

Regular written and verbal updates of the research progress were provided to the client. The cooperative nature between client and consultancy facilitated the process. Orange Consulting provided a very comprehensive final report.  The report has been formally adopted by Council. 


Client
New Zealand Utility Services Provider and Software/Technology Company

Focus

New product development.

Main marketing tools utilised

Market research, market positioning

Objective and brief

To research, analyse and recommend potential market opportunities for a new software development project in close collaboration with the clients.

Background

The two clients were jointly developing new workflow management software. This software was to be targeted at markets in New Zealand, Australia and parts of North America. The clients were interested in investigating which industries and types of customers would be the most likely targets for this software.

Solution

Research into the opportunities was conducted in two stages. The first was a broad search of potential markets utilising a variety of secondary research tools. A list of potential market was presented to the client for their input. After in-depth discussions with the clients, the opportunities most interesting to them were then researched in much greater detail and presented in a final report to guide further product refinement.


Clients
New Zealand City Council and Higher Education Institution

Focus

Benchmarking.

Main marketing tools utilised

Market research, partnership process facilitation

Objective and brief

To select, investigate and conceptualise international best practice cases of partnership programmes, initiatives and activities between local/regional governmental agents, tertiary institutions and businesses that foster local/regional economic development and raise the international competitiveness of the higher education institution.

Background

Although the two clients were engaged in a number of joint activities on different levels, at the beginning of the project both senior managers believed that further knowledge, international inspiration, and mutual understanding for clear directions were required to underpin effective future programmes.

Solution

Recommending a range of international cases to the clients, and together with the clients selecting the most suitable to meet the project objectives. In-depth investigation of cases, utilising the range of native language skills within Orange Consulting. Structuring of findings along themes most relevant and applicable for clients. Regular written and verbal presentation of the process and progress of the investigation, incorporating facilitating constructive client discussions. Submission of a comprehensive final report with appendices and resource links.


Client
Health Food Importer and Distributor

Focus

Sales growth.

Main marketing tools utilised

Under revision.

Objective and brief

Under revision.

Background

Under revision.

Solution

Under revision. 


Client
Government Ministry

Focus

Stakeholder evaluation.

Main marketing tools utilised

Under revision.

Objective and brief

Under revision.

Background

Under revision.

Solution

Under revision. 


Client
National Research Institute

Focus

Market research.

Main marketing tools utilised

Under revision.

Objective and brief

Under revision.

Background

Under revision.

Solution

Under revision. 


Client
Major Food Exporter

Focus

New market investigation.

Main marketing tools utilised

Under revision.

Objective and brief

Under revision.

Background

Under revision.


Solution

Under revision. 


Client
Jewellery Manufacturer and Exporter

Focus

Organizational performance.

Main marketing tools utilised

Under revision.

Objective and brief

Under revision.

Background

Under revision.

Solution

Under revision. 


Keywords: Service Performance Evaluation