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CASE STUDY: Great West Newspaper Group
The Red Deer Express contracted Pivotal Research Inc. to research consumer perceptions and opinions about its publication compared to other weekly and daily publications. Data were recorded using advanced software such as CATI and SPSS.
To learn about how the results of Pivotal Research's research helped to set benchmarks for the publisher, click here.
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Alberta School Employee Benefit Plan (ASEBP)
Pivotal Research evaluated service quality and system effectiveness based on feedback from provincial school boards and a stratified sample of 450 members from around the province. The surveys covered six major themes:
- Knowledge about ASEBP and the benefit plan
- General experience and overall satisfaction
- Information needs and preferences
- Expectations and general satisfaction with service processes, staff interaction, information materials, and extended disability benefits
- Perceptions about service priorities
- Effectiveness of the electronic and manual data transfer systems*
Quality indices and ratings developed from the initial survey served as a baseline for subsequent observations gathered in the second survey. The evaluation has furthered ASEBP's plans for corporate communication, information technology, and product and service quality.
*Used for the School Board survey only
Impact: Board recognition of staff performance and enhanced ability to conduct strategic planning were two immediate outcomes of these studies.
- Canadian Genetics Diseases Network (CGDN)
The Canadian Genetics Diseases Network delivered the first of a four-part workshop series on bioinformatics--a broad term applied to the use and development of computer-based tools to address biological questions--and contracted Pivotal Research to gather feedback from participants on the value of the training they received. Through two surveys (the first completed immediately, the second completed 10 weeks later), Pivotal Research gave the CGDN a comprehensive report that revealed the specific areas of training that proved to be valuable, those that were not widely valued, and suggestions and recommendations from participants on changes that will improve this and similar workshops. In 2002, Pivotal Research assisted in a follow-up study with industry, university, and government scientists about the future of bioinformatics.
Impact: The CGDN is able to streamline the workshop content, eliminating those topics that are not of value while adding emphasis to topics that participants deem to be important to their work.
- College of Physicians and Surgeons of Alberta
The College contracts Pivotal Research to act as its agency in conducting the Physician Achievement Review (PAR), a quality improvement initiative that involves all practicing physicians. Pivotal Research gathers and analyzes data from a sample of patients, peers, and non-physician coworkers, which are then compiled into a report that compares physicians' scores to peers with a similar practice. The PAR program entails the scanning, verification, and analysis of approximately 40,000 survey forms annually. Data are integrated into each physician's report through a custom database designed specifically to manage the PAR program.
Impact: Each physician receives a report that compares his or her practice and skills with peers across the province. Physicians also have the opportunity to search for appropriate continuing medical education courses to upgrade their skills in areas they wish to improve.
- College of Physicians and Surgeons of Nova Scotia
Pivotal Research administered a pilot project to implement the Nova Scotia Physician Achievement Review (NSPAR) program based on the Alberta model. The pilot phase continued through 2002 with the evaluation component undertaken by the Department of Continuing Education, Dalhousie University. The success of the pilot project has led to plans to implement the program for all physicians in January 2005.
Impact: The College of Physicians and Surgeons of Nova Scotia has determined that the NSPAR program is an effective method for providing Nova Scotia physicians with feedback about their practices.
- Community Volunteer and Information Centre
Pivotal Research developed outcome measures for 10 human service agencies in St. Albert funded by Family and Community Support Services (FCSS). Participants included families, youth, seniors, and a wide variety of community stakeholders. Pivotal Research designed the outcome measurement systems to be used as continuous feedback systems that improve program delivery and meet accountability requirements from funders and the public-at-large.
Impact: The Community Services Advisory Board requires all FCSS funded programs to present outcome data in their funding applications. Agencies now have the system and the tools in place to meet this requirement.
- Sturgeon Valley Golf and Country Club (SVGCC)
The Board of Directors of SVGCC sought member feedback on a broad range of topics including the condition of the course, facilities and dining, golf club usage, the pro shop, power carts, course improvements, and capital project priorities. It was critical for their planning process that members be given an opportunity to be heard on these sensitive areas. Pivotal Research was contracted to conduct a comprehensive survey of club members. A series of meetings with the board and a subcommittee led to the creation of the survey instrument. The survey was mailed to all members with a business reply envelope for ease of return. Members could also deposit their completed surveys in a secure box in the clubhouse lobby. 71 percent of members responded to the survey.
Impact: The board used and continues to use the results contained in the consultant's report in their planning for the coming year and in their strategic long-term plans. They gained confidence in their decisions through knowledge of members' concerns and a clear expression of the directions members wanted to see their board take.
- Volunteer Calgary
Volunteer Calgary has utilized Pivotal Research consulting services to help the organization develop outcome measures for specific programs, as well as to prepare an evaluation design linking the organization's strategic plans with evaluation tools and procedures. Pivotal Research consultation services have involved management, staff, and board members. Most recently, Pivotal Research designed instruments to measure outcomes for training, media coordination, Internet-based recruitment, and other member services.
Impact: The work undertaken by Pivotal Research has helped Volunteer Calgary move forward with innovative programs and services designed to impact individual volunteers, human service organizations, and the communities they serve.
- Wild Rose Foundation - Vitalize Volunteer Conference, 2001 through 2004
Pivotal Research was contracted to design and administer the evaluation component of these large and successful two-day conferences. Each year, approximately 1,500 delegates attend three keynote addresses and more than 50 breakout sessions. The evaluation questionnaires were coded for each session and speaker. Information was provided to Pivotal Research about the number of delegates attending each session so that the appropriate quantity of questionnaires could be produced in advance. Reports were prepared showing overall, session, and speaker results. In addition, speakers received summaries of their own results. The Wild Rose Foundation awarded Pivotal Research the conference evaluation project for the 2004 conference.
Impact: The Vitalize conference organizers are able to improve future events through knowledge about aspects of the conference that are highly valued by delegates. In addition, organizers use delegate ratings of speakers to determine who might be invited back. Organizers are able to devote their limited resources to running the conference without being distracted by the mammoth task of processing and analyzing thousands of survey forms.
Government, Authorities, and Related Organizations
Corporations
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