Tunbridge Wells Borough Council steams ahead in consultation using Snap Survey Software
March 2005
Tunbridge Wells BC, who have been using Snap for their survey work for the past three years, are progressing at full speed using a range of data collection methods to conduct their surveys. Since 2000, they have conducted over 177 surveys internally and externally using a top of the range scanner for their paper-based surveys as well as Snap's PDA and Internet modules.
Snap's relationship with TWBC started in 2001 with Snap winning the business case over SPSS, Teleform and Keypoint. Simon Davies, TWBC's Research Officer used Snap in his previous employment so when moving to the council he was the person to spearhead the Snap campaign. Since then they have been working in collaboration with Snap and growing their survey technology.
Starting in 2001, they piloted Ricoh's new IS450 image scanner, which has the capability to perform high speed double sided scanning. Testing was successful and has since evolved to include a scanning team of Customer Service Officers who have been trained to assist with the scanning of surveys without the need for separate staff resources. It has successfully improved work efficiency, saving time and money for the council.
In the same year, TWBC bought Snap's add-on modules for Internet and PDA surveys. These have featured heavily in their consultation over the past three years with in-house staff surveys being conducted using a combination of the two. PDA surveys have been used successfully at Civic events where they are handed out to the audience, the data is then fed back into a PC and the results are presented instantaneously in Snap. Like many borough councils in the UK, consultation is increasingly done via the web. TWBC has produced a number of web surveys in Snap including travel surveys, user satisfaction of their website and staff surveys.
As survey work at TWBC grows and becomes more sophisticated, one of the most exciting tools they have developed is a research database which makes survey results easily accessible to staff, members and the public via the website. This revolutionary tool enables all available research conducted within the last four years to be speedily accessed and is helping address problems identified in the audit and marketing work.
In addition to this, they have now introduced methods and procedures in response to Best Value reviews and a national audit in which Snap features heavily. All research has now become centralised and has to be booked in advance using a Snap online research request form. Project planning is in place using Ghant charts and new research feedback forms have been introduced using the Snap Internet module.
Further information on Tunbridge Wells Borough Council can be found at www.tunbridgewells.gov.uk/research
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