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Don't forget the reindeer! – Consulting the recipients of a service is great ….but remember those who deliver the services as well!

The Consultation Institute has just discovered a discarded copy of a Best Value Report on Christmas delivery services sub-contracted to a certain S. Claus Ltd …..

We note that the suppliers have undertaken extensive consultation with the customer base who reacted positively in general. The focus group seems to have been well attended and we are pleased to see that young people were very well represented. Their complaint that too many electronic items arrived with instructions that parents had difficulty understanding seems well founded – and we note that most children believed that implementation was best done by themselves anyway.

Receipt of correspondence is still a problem. They are still overwhelmingly postal and we would like to see increased take-up of SMS or e-mail through the new e-gov website. Children in homes without old-fashioned chimneys still express concern that they may be discriminated against – and we recommend that the sub-contractor continues to take account of the requirements of this hard-to-reach group!


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About the Author

Rhion Jones is considered a leading authority on Public Engagement and Consultation. A founding Director of the Consultation Institute, he is co-author of “The Art of Consultation” (2009) and “The Politics of Consultation” (2018). He has delivered over 500 training courses and Masterclasses and is a prolific writer on the subject, having written over 350 different Topic papers and over 50 full Briefing Papers for the Institute. Since 2003 over 15,000 person-days of training based on courses he invented have been delivered. Rhion is in demand as an entertaining Keynote Speaker and Special Adviser, particularly on the Law of Consultation, and its implications for Government and other Public Bodies. In 2017, he was awarded the ‘Lifetime Achievement Award’.

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