Stakeholder Perception Audit - Wales and Borders

Descriptions

One of our key performance indicators for our Route scorecard measure for the financial year 2018/2019, is the effectiveness of our engagement with stakeholders including: train and freight operators, elected representatives, passenger groups and community rail partnerships, the rail supply chain, the business community and our lineside neighbours.The requirement is to measure, benchmark, and then track perception amongst this diverse group of stakeholders we require the design and delivery of an on going stakeholder perception audit.The results would complement the long-standing annual survey of Assembly Members which has been carried out since 2008. The results will drive and support the development of targeted engagement programmes designed to deliver improvement, build better relationships with our stakeholders and deliver benefits to the railway in Wales and Borders.Network Rail Key deliverables:Network Rail shall require a full survey to be carried out at least twice a year, potentially with a ‘pulse check’ every quarter. We have an overall target we will be measured against, with quarterly targets to achieveNetwork Rail would expect the survey to be professionally analysed and presented in an accessible format that can be shared with key route leaders. Although the focus of the survey will be on quantitative data we would expect a qualitative element too with verbatim statements to be made available.Network Rail would expect that each full survey would canvas the opinion of around 100 key stakeholders, targeted in agreement with the route. Once the Invitation to Tender has been issued, we would expect companies bidding for the tender to outline their methodology eg: the mix of face to face, online and telephone interviews and the approach to setting up the interviews