Describe

We help our clients to gather the views of their staff and stakeholders to understand how they’re travelling. We also work with government agencies to map sectors, which help clients connect with government services and navigate complex systems.

We collate all available information to provide a comprehensive view of the services available, identify gaps in the market and build a case for new services or priority service locations.

Our services to help client understand their organisational or sector contexts include:

  • staff climate surveys
  • stakeholder satisfaction surveys
  • service mapping
  • interactive service maps.

Project examples

Click on any of the following projects for more information.

Designing and reporting of the RISE Staff and Client Survey

(Rise, 2017−18)

Designing and reporting of the RISE Staff and Client Survey

(Rise, 2017−18)

In 2017, ARTD designed and conducted a robust client satisfaction survey for the RISE community network. The system was designed to collect reliable, valid and ongoing data that can be interrogated at different times and for different purposes. ARTD also conducted a needs analysis to determine the number and distribution of clients and the most appropriate mode(s) and frequency of survey completion for the different groups of clients. We then designed a draft survey and worked with RISE to devise a data collection protocol for each client group, for example, using time-based and milestone-based surveys. This was followed by one round of data analysis and reporting in order to determine the benefits of the survey.

Following the 2017 Rise Staff Survey, ARTD was commissioned to undertake the 2018 Rise Staff Survey during July 2018. The online survey included 13 multiple choice questions and eight open text questions. The survey was sent to over 800 contacts, achieving a response rate of 40 per cent. ARTD designed and reported on the results of an online staff satisfaction survey across several program areas at RISE. To maximise the response rate, we utilised tailored, multimodal correspondence with respondents—email and SMS invitations and reminders. The design focussed on determining the wellbeing of RISE staff, their perception of the organisation’s core values, and their knowledge of the strategic plan. The survey’s design allows for the monitoring of change over time.

NSW Parliamentary Counsel’s Office stakeholder surveys

(NSW Parliamentary Counsel's Office, 2018)

NSW Parliamentary Counsel’s Office stakeholder surveys

(NSW Parliamentary Counsel's Office, 2018)

ARTD refined, implemented, analysed and reported on two surveys for Parliamentary Counsel’s Office (PCO) in 2018. The first survey, an online stakeholder survey, was in the field for two weeks and achieved a high response rate of 52 per cent. Invitations to complete the survey were emailed to contacts selected by PCO. The second survey was an open survey advertised on the Legislation NSW website. Respondents followed a link to complete an online survey. Over three months, it received almost 3,000 responses from a broad range of website users. To analyse the large amount of qualitative data submitted by respondents to this survey, advanced machine learning algorithms and natural language processing methods were used to code and analyse responses (Gavagai). PCO will use the findings of the two reports to improve the way they deliver services for the people of NSW.

icare - Insurance for NSW 2018 Agency Survey

(icare self-insurance, 2018)

icare - Insurance for NSW 2018 Agency Survey

(icare self-insurance, 2018)

icareself-insurance, provides workers compensation, health and general liability, property, motor vehicle and other miscellaneous cover for NSW public sector agencies. Claims management is contracted out to private sector claims managers, who are subject to specific performance targets. ARTD has worked with icare self-insurance to measure claims managers’ performance since 2001, when we first developed an agency satisfaction framework, a yearly survey and a statistical method for determining whether claims managers are meeting their contracted targets. ARTD conducts comprehensive statistical analysis for icare self-insurance, including weighting results to account for agency size. The yearly survey has played an important part in monitoring quality and managing claims managers’ contracts.

Department of Housing and Public Works – Open Doors Rental Reform analysis

(Queensland Department of Housing and Public Works, 2018–19)

Department of Housing and Public Works – Open Doors Rental Reform analysis

(Queensland Department of Housing and Public Works, 2018–19)

ARTD was contracted to extract, collate, clean and analyse data collected during the Queensland Department of Housing and Public Works' public consultation about revisions to the Queensland Housing Act (Open Doors to Renting Reform). The consultation collected an extensive amount of information from people with experience in the rental market (tenants, agents, landlords) which was analysed in a four-week timeframe over Christmas and New Year 2018–19. The data included four different surveys with 120,000 responses, along with over 1,500 written submissions. ARTD and Altometer used a machine-assisted analysis model for qualitative analysis, presenting the data using Tableau. The report contributed to a cabinet submission and subsequent changes to the Housing Act.

Attorney-General’s Department stakeholder survey

(Attorney-General’s Department, 2017)

Attorney-General’s Department stakeholder survey

(Attorney-General’s Department, 2017)

ARTD refined the design of and conducted a stakeholder survey for the Attorney-General's Department (AGD). The Strategy and Delivery Division (SDD) of the AGD undertook the project to gather data about stakeholder satisfaction and performance of the Department against Key Performance Indicators to inform their Annual Report. The survey was distributed to over 1000 stakeholders and achieved a very high response rate given the extremely short window of availability—8 business days. ARTD adapted analysis and reporting timeframes to meet the needs of the Department and successfully delivered a report and raw data for future iterations of the survey.

Independent Pricing and Regulatory Tribunal Stakeholder Survey

(Independent Stakeholder Survey, 2017)

Independent Pricing and Regulatory Tribunal Stakeholder Survey

(Independent Stakeholder Survey, 2017)

The Independent Pricing and Regulatory Tribunal (IPART) provides an integrated system of economic and licence regulation in NSW that covers both pricing and service standards for water, electricity and gas industries. It also provides NSW’s economic policy advice, administers water licences and the Energy Savings Scheme, and sets local government rates. ARTD has worked with IPART since 2001 to measure stakeholder perceptions of the Tribunal’s performance across six key operational areas. In 2017, ARTD designed and implemented an online survey of 250 stakeholders, and conducted 30 in-depth interviews. We then synthesised the survey and interview data to produce a final report, highlighting key findings. Overall, the project found that stakeholders were very positive about IPART across all key areas and that specific actions taken by IPART had led to improvements. IPART will continue to use the survey to benchmark its performance over time, and to inform its corporate planning and annual reporting processes. 

Survey Advice

(Australian Commission on Safety and Quality in Healthcare, 2017)

Survey Advice

(Australian Commission on Safety and Quality in Healthcare, 2017)

The Clinical Care Standards improvement survey was a tool used to assist the Australian Commission on Safety and Quality in Healthcare. ARTD’s review assessed the compatibility of the survey with the online environment and then redesigned it to suit an online platform and better meet the analysis needs of the Commission. The review process involved looking at the structure of the survey including the question design, skip logic, response piping and layout. The redesign focused on ensuring long-term reusability of the survey for implementation planning for future Clinical Care Standards. The redesign helped to ensure ease of use for Commission staff and maximised the streamlining of information collection and analysis. 

Mapping of Existing Services, Programs and Resources

(NSW Ministry of Health, 2017)

Mapping of Existing Services, Programs and Resources

(NSW Ministry of Health, 2017)

NSW Health is boosting support for families and significant others affected by or trying to support someone with alcohol and other drug issues. ARTD was commissioned to map the range of services available to this group within the NSW service sector, and to identify any gaps in resources, materials and training. In Stage 1 of the project, ARTD consulted with stakeholders to develop a survey tool for gathering information about the range of services and resources available. ARTD directly contacted 170 non-government organisations with the survey and it was distributed by NSW Health to more than 130 service providers. In Stage 2, we built an interactive map and database which will be used by services and the public. Stage 3 involved reporting on the range of services available and identifying useful information materials and resources to assist families and significant others. It also aimed to identify priority areas for investment in materials and resources, as well as for staff professional development. This project is aiding the Ministry to ensure that the needs of families and significant others of people affected by alcohol and other drugs are comprehensively met, and that additional support is provided where required.

Mapping of NSW youth services

(NSW Ministry of Health, 2017)

Mapping of NSW youth services

(NSW Ministry of Health, 2017)

The NSW Government is committed to tackling the issues surrounding alcohol and other drug (AOD) misuse in the community. The Drug and Alcohol Population and Community Programs Unit (DAPCP) manages the NSW Ministry of Health’s state-wide AOD prevention and education programs. ARTD was contracted by the Ministry to assist the DAPCP in understanding the range of NSW youth services available and the nature and scope of their work and to consult with services about the feasibility of delivering AOD prevention and brief interventions in the youth service setting. ARTD will conduct a needs analysis, involving a series of scoping interviews with human services agencies and desktop research, and interview a sample of youth services and young people accessing youth services. In the final stage, ARTD will compile a service directory database and develop a geographic map of service coverage. Two final summary reports will be produced; one detailing the findings of the needs analysis, and the other synthesising the consultations findings and providing recommendations that address future challenges and opportunities for introducing an AOD health promotion intervention in NSW youth service settings.