GB-London: Stakeholder reputation and customer satisfaction measurement at the Heritage Fund

Descriptions

In the first year of Heritage 2033, the Heritage Fund designed a new Impact Framework to allow the Heritage Fund to evaluate and assess the impact of our funding over the next 10 years. Work is underway to introduce qualitative and quantitative measures which will be used to understand if we are delivering against the long-term ambitions of our strategy. Alongside the development of this Impact Framework, the senior team wish to improve the approach to performance measurement and reporting through a revision of the suite of management information and key performance indicators that inform decision making and help senior management with oversight of delivery. Management information (MI) in this context refers to data that is used by the Heritage Fund to help make decisions about how the organisation is run. MI can take the form of reports, charts and graphs; but it should allow performance to be tracked over time. Areas of the MI are already under development covering financial, operational and workforce measures, however there is a need to develop regular reporting on customer satisfaction and stakeholder reputation. We are seeking a service provider who will work with the Heritage Fund to develop the MI for customer satisfaction and stakeholder reputation drawing on existing sources of information at the Heritage Fund as well as wider best practice. The provider will then recommend a series of Gold/Silver/Bronze level options for future information and measures that could be delivered using existing systems without significant additional investment.