Toolkit section 2: Impact on service users

Self-evaluation area 2.1: Impact on service users

Explainer

How well services are delivering meaningful, measurable, and equitable outcomes for the people they serve. These questions support scrutiny, planning, and improvement from a user-centred perspective.

Results of user surveys

Results of community surveys

Case studies of impact over time

Longitudinal studies of impact and change

Outcome-focused data trends

Commentary from those with “lived experience”

Results of consultations with users

In-depth evaluations of themes, projects and approaches

Results and impact of any relevant internal self-evaluation or improvement activity e.g. PSIF and Peer Collaborative Improvement

Reviews against Delivering Good Governance in Local Government: Framework – Principle B

Toolkit section 2: Impact on service users

Self-evaluation area 2.1: Impact on service users

Explainer

Reflective questions

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Toolkit section 2: Impact on service users

Self-evaluation area 2.1: Impact on service users

Explainer

Potential sources of evidence

Reflective questions

Understanding Needs and Expectations

User Experience and Satisfaction

Outcomes and Quality of Life

Equity and Inclusion

Co-Design and Participation

Responsiveness and Adaptability

Prevention and Early Intervention

Digital Inclusion and Access

Trust, Respect, and Relationships

Learning and Improvement

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