Nexus' services to local government includes, local government reputation measurement and management, resident surveys, resident satisfaction with services, consultation and community engagement, resident and rater-payer focus groups, and consultancy. In particular we offer expertise in:  
- Reputation Management
- Satisfaction with Council  Services
- Monitoring Community Outcomes
- Planning Surveys

 

Our approach recognises the central importance of local government reputation management in contributing to communications, resident engagement, and service improvement. These aspects of Council function do not happen in isolation, but decisions and actions in each area contribute to performance in the others.

 

Nexus’ approach to reputation research takes on board these issues and has a successful solution.  Our approach begins by linking the annual residents’ survey with reputation; in doing this we go beyond merely monitoring satisfaction, to give our clients real insight into what residents really value. This information is critical in identifying services that warrant marginal resource allocation, and informing the communications strategy. The issues covered in our approach are comprehensive, covering a wide range of factors known to contribute to local government reputation. We do not restrict our focus only to those aspects that Council can control, as we believe it is important to recognise the impact of mitigating factors (such as the economic environment) in order to be realistic about what can be achieved.

 

Further value from this approach is obtained when it is integrated with other research, which drills down to understanding the value drivers of individual services.

Nexus has researched the most appropriate methodology for local authorities to identify key aspects of service that will deliver the best combination of customer satisfaction and cost efficiency. Our recommended approach begins with qualitative research utilising techniques designed to uncover drivers of satisfaction, followed by an internationally recognised quantitative tool developed specifically for public services. Apart from the methodological strengths of this approach, the quantitative tool provides access to a normative database, which helps local authorities benchmark their performance against other public service organisations.

 

Monitoring Community Outcomes
Nexus works with local councils to determine the best way to monitor community outcomes.  Many councils are trying to develop an integrated single-platform approach to all of their monitoring requirements, including community outcomes.
 
A  nationally standardised approach is possible and there is work underway in a number of areas.  Monitoring community outcomes can take advantage of this approach but must also recognise the local issues for each area, which most likely result in different priorities. 

For example, Nexus has worked closely with the Rodney District Council on the definition of community outcomes and the monitoring process.  The key issues in Rodney revolve around the development of rural land, whereas the focus for central urban areas may be around urban design and cultural diversity.

 

Planning Surveys
Nexus’ overarching specialisation is in planning-related research, particularly surveys relating to planning issues. 

Examples of Nexus’ work in this area include surveys of public attitudes towards urban growth in Orewa, including attitudes to medium to high rise residential developments in the Orewa town centre.  Further work recently completed for the Rodney District Council includes rural residential lifestyle preferences research, which will contribute towards the development of the Rodney District Council Rural Strategy.

In a different area, Nexus has under-taken research for the developers of a proposed canal community on the Wairoa River in South Auckland.  Qualitative and quantitative research was undertaken to gain an understanding of the type of social and economic  issues that might be relevant.

 

Below is a selection of Nexus papers/research on different local government issues.

 

 

 

 

Local Government magazine article: 'What gets measured gets done'