Research several years ago had indicated a lack of awareness of The NYA in Whitehall and Westminster, and we had concerns that many of our potential stakeholders across the country were unaware of our work and the services we offer. At the same time, we wanted to test the satisfaction of our existing customers with our work.
In summary, its findings were that, overall, those currently using our services had a positive perception of The NYA and its services.
- The most frequent words associated with The NYA were: informative, influential and professional.
- Generally, external stakeholders think highly of The NYA and have a good understanding of what we do.
- 95 per cent of the people surveyed thought The NYA listens to their needs and serves them appropriately.
- 87 per cent were satisfied with our response time.
- The majority of respondents rated The NYA communications methods as good, but with room for improvement. The main communications problems were lack of continuity and follow-up communication.
Respondents felt that our websites need updating, that there should be more publicity about The NYA's activities and services, that conferences and events should be reviewed (they should be more regular and information should be distributed in order to plan ahead), and there should be more resources for practice. Stakeholders wanted more regular information communicated through email, the website, by telephone and face-to-face to build personal relationships. A number of people referred to the difficulties of keeping abreast of developments with a monthly magazine (YPN is now, of course, weekly) and the lack of recruitment advertising.
So, we asked, what are we doing about the suggestions made?
- YPN is now weekly and carries an increased amount of recruitment advertising specifically for the youth work sector.
- We are reviewing our conferences and events. A more regular programme of events is planned. In April 2003, we will launch a programme of training events for youth workers on practical topics and new or existing toolkits at a range of locations. For more details contact sarad@nya.org.uk
- Our redesigned websites will be launched shortly. For more information contact jonb@nya.org.uk
- We have just produced a new leaflet about our library and information services. Copies and details are available from janiceb@nya.org.uk
- We are reviewing our electronic networks with a view to improving the dissemination of information to specific information groups. For more information contact jonb@nya.org.uk
- On 5 March we are holding an Agency Open Day to give our stakeholders the chance to learn more about The NYA's work. Although this is now full, if you are interested in information on future open days, contact sarad@nya.org.uk
- From April 2003 we are launching a new suite of publications, including a quarterly aimed at elected members, an important group we have not served well in the past. More details from andyh@nya.org.uk
- Our regular Spotlight briefings will continue to highlight particular areas of policy development, making clear The NYA's stance on issues such as votes at 16. More details from kerryw@nya.org.uk
If you wish to comment on this work or any aspect of The NYA's activities, contact hilarys@nya.org.uk.
