The matrix Excellence Awards
“The matrix Standard provided us with a very practical structure and proves that simple is often best, it really helps you respond to your clients professionally. As a result, we are seen as a more serious player in the market.”
Police Rehabilitation And Retraining Trust - Northern Ireland
Click here to see what other organisations have to say about the matrix Standard
About the matrix Excellence Awards
Feedback
- Set up an internal IAG group combining both staff and clients, and involved clients directly in a review of services by seeking their feedback which has improved delivery.
- Created a new role of Feedback Support Workers, dedicated to eliciting client feedback which is then systematically reflected into the service improvement process.
- Launched a client feedback campaign, and systematically evaluated the results, leading to new business opportunities such as a new outreach service.
- Established a ‘partner liaison’ role as the link between the company and the IAG network, thus improving the quantity and quality of two-way feedback.
Systems and resources
- Introduced a central management system to automatically trigger updates of all IAG materials across multiple sites nationally.
- Designed a centralised web-based statistics system which enables different departments to share data about clients, and coordinate evaluation results.
- Devised a new ‘learner journey’ form to help both staff and clients visualise each step of the IAG process and monitor the progress and interventions that have been made.
- Developed a practical ‘Toolkit for Action’ to help those client groups who were getting stuck in an unfruitful ‘information-gathering’ cycle – and involving those same clients in its design.
Training and communications
- Created a rolling programme of fortnightly in-house IAG training, in which all departments, and external partners, run sessions on key IAG themes and explore how the matrix Journey is developing in each area.
- Implemented a door-to-door canvassing campaign, personally visiting local residents from hard-to-reach target groups, to elicit their views & engage them in accessing new learning opportunities.