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I don't know how much your organisation would be receptive to a
quantitative analysis to support this evaluation, but it is a good
example of how you can model outcomes using RROI (relative return
on investment) to guide the decision-making process.
In this instance, an RROI analysis process would go something
- Establish the key contingent events relating to the policy
document. For example: number of service calls logged, number of
challenges lodged, number of FOI requests made.
- Assign a cost (or benefit) per event that considers staff
time, processing costs, legal fees etc.
- For each change scenario, estimate the cost of making the
change and the expected change in volume of each type of event
as a result.
- Use this to calculate the RROI of each scenario and rank
Depending on the level of consensus for change numbers, you may
also want to do a sensitivity analysis. This means modelling
several scenarios for each change option using low and high
estimates of numbers to see if and how much the ranking changes.
For bonus points, you can also use a Monte Carlo simulation to
better reflect the uncertainty of real-world outcomes.
There is a bit more detail available in a presentation I did back
in 2018. Happy to discuss here or offline if you'd be
interested to learn more.
Executive, Information Management
M: 0401 829 096
On 29/01/2020 5:55 am, Lisa Peckert
I am new to this group so I hope this post is appropriate.
I am working on a policy brief regarding whether the Land
Title and Survey Authority of BC’s (LTSA) internal land title
policy and practice material should be made available to
external customers. This material is used by staff to make
examination decision on the registrability of customer land
title applications. A suggestion was made to publish the
internal policy and practice materials externally.
The LTSA is divided on the issue. Those in favour of
publishing the materials argue it will create transparency,
better customer service and reduce staff workload. Those against
publishing the materials argue the materials are written for
staff and not suitable or useful for customers and, the major
issue, the materials have wording around the use of discretion
in decision-making, which could lead to customer challenging
staff decisions where discretion is permitted.
I am having trouble finding an literature (studies, journal
articles, books) that discuss this issue. I am wondering if
anyone has had any experience on this issue, and/or publications
that may be helpful.
Thanks in advance! Again, my apologies if this is not an
appropriate post for this group