An organizational assessment can help managers understand the impact of changes in programs, services, or policies by measuring client or staff reactions to the changes. At the heart of organizational assessment is the critical need to define the right questions and engage the right people when seeking answers. Using an objective, third-party research team can be the most effective approach.

Our research staff has expertise in:

• Assessment design
• The development and implementation of data collection protocols
• Data analysis
• Client-centric reporting formats that ensure that assessment findings are presented in a manner that is both relevant and useful to your organization

The following examples show how we helped two clients evaluate strategic organizational initiatives.

United States Department of Veterans’ Affairs, Employee Education Service (VA EES)

The VA EES substantially reorganized its nationwide educational services system.  In the initial stages of this reorganization, we conducted confidential on-site interviews with dozens of affected staff and clients. Interview findings provided VA EES managers with immediate feedback to inform the ongoing implementation of their new organizational model.

We also conducted benchmark and follow-up surveys of VA EES clients and staff, assessing ongoing impacts of the reorganization on both internal processes and educational products and services. The results of these surveys were presented to VA EES in customized formats that met their internal goals and reporting requirements.

Northeast Region of the General Services Administration (GSA Region 1)

Since the 1990’s, the marketplace for federal purchasing has become increasingly open to market competition. In response, GSA Region 1 hired us to assist in a review of their internal data management processes and client outreach activities. This project—comprised of a review of existing client data and sources and an extensive interview process with key divisional staff and clients—helped GSA Region 1 to identify relative strengths and weaknesses in their internal processes and highlighted critical issues that clients believed limited their competitiveness.

For more information please contact:

Eric Heller, Ed.D.
Director, Research and Evaluation
(413) 587-2402

Steven Ellis, M.P.A.
Senior Manager
(413) 587-2405