james sandman, legal services corporation dr. … · james sandman, legal services corporation ....
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J A M E S S A N D M A N , L E G A L S E R V I C E S C O R P O R A T I O N D R . S A N J E E V K H A G R A M , I N N O V A T I O N S F O R S C A L I N G I M P A C T
D A V I D B O N B R I G H T , K E Y S T O N E A C C O U N T A B I L I T Y
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I. Project Goals
II. Project Overview
III. Preliminary Survey Findings
IV. Next Steps
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The goals of the project are to: • Enhance LSC’s ability to assess the quality, efficiency, and
effectiveness of the programs that LSC funds; and • Provide grantees with better tools to assess their own
performance, manage their operations, and increase private financial support.
Funding provided by the Public Welfare Foundation (PWF)
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Project Overview
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Needs Challenges Practices
Advisory Group
In-depth Interviews
Large N Survey
Landscape Review
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Discussion and feedback from NLADA
Draft report based on comprehensive analysis of survey Feedback from community Finalize report
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Assemble toolkit Update LSC Reporting System
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Preliminary Survey Findings
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0
5
10
15
20
25
30
35
1: Veryunsatisfied
2 3: Neithersatisfied norunsatisfied
4 5: Verysatisfied
1: Very unsatisfied
3: Neither satisfied norunsatisfied
5: Very satisfied
10
10
0
10
20
30
40
50
60
70
80
90
Yes No
YesNo
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0% 50% 100%
Client outcomes +4 months
Client well-being
Monetary or non-monetarybenefits beyond client
Win/Loss ratios
Monetary value of client benefits
Direct non-monetary benefits
Client satisfaction
% collected (for utility,please see next slide)
% Do no collect but wouldbe useful
% Do not collect but wouldnot be useful
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0 50 100
Client well-being
Win/Loss ratios
Client outcomes +4 months
Client satisfaction
Monetary or non-monetary benefits beyondclient
Direct non-monetary benefits
Monetary value of client benefits
5: Very useful4: Useful
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0% 50% 100%
Client well-being
Monetary or non-monetarybenefits beyond client
Clients responses to services
Monetary value of client benefits
Direct non-monetary benefits
Client satisfaction
% Collected (forutility, please seenext slide)
% Do not collect butwould be useful
% Do not collect butwould not be useful
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0 50 100
Client well-being
Client satisfaction
Clients responses to services
Monetary or non-monetary benefits beyondclient
Direct non-monetary benefits
Monetary value of client benefits
5: Very useful4: Useful
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Rank order of top five data types 1. Economic and monetary benefits 2. Other outcomes data 3. Client surveys including satisfaction surveys 4. CSR data 5. Number of clients served
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Top five not collected in rank order 1. Long-term/follow up data 2. Client satisfaction surveys 3. Economic and monetary benefits 4. GIS Mapping 5. Community impact
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0 50 100
Identifying most useful data
Usefulness of data
Data systems and technology
Possible mis-use of data
Technical resources and tools
Staff expertise
Staff buy-in
Cost-effectiveness to collect from clients
Administrative burdens and costs
5: Very significant4: Significant
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0 20 40 60 80 100
Referrals
Other services narrative
Web analytics
Pro Se assistance
Community legal education
Other grantee activity reports
CSR case closing codes
Problem codes
Number of person served
5: Veryuseful
4: useful
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0 20 40 60 80
LSC responses to Competitive GrantApplications
Grantee inputs to CSR/CSM visit reports
Competitive grant applications
LSC inputs to CSR/CSM visit reports
Data for GAR (minus CSR data)
Grantee inputs to PQV report
LSC inputs to PQV report
CSR data
5: Veryhelpful
4: Helpful
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0 20 40 60 80
Efficacy of data for external stakeholders
Efficacy of data for LSC
Usefulness
Compliance audit burden
Hard to measure
Cost
Sensitivity to context
“One size fits all” approach
Administrative burdens
5: Verysignificant
4: Significant
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0 20 40 60
LSC data reporting systems efficient
LSC responds usefully to GARs
LSC data reporting not burdensome
Understand how LSC uses my data
LSC program visits yield useful feedback
5: Stronglyagree
4: Agree
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The survey indicates that too few grantees report that they are benefitting from interactions with LSC around major touch points like GARs and PQVs. • Only 15% of respondents agree or strongly agree that
LSC uses data from the GAR to provide useful feedback about program operations.
• 44% of respondents understand how LSC uses the data they submit to the organization.
• 50% of respondents agree that feedback from Program Quality Visits provides useful data.
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Next Steps
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Toolkit to support LSC grantees
Improvements in LSC reporting system
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• Continue engaging with stakeholders
• Publish detailed analysis of all work to date • Recommend selected and high value-add
reporting measures
J A M E S S A N D M A N , L E G A L S E R V I C E S C O R P O R A T I O N D R . S A N J E E V K H A G R A M , I N N O V A T I O N S F O R S C A L I N G I M P A C T
D A V I D B O N B R I G H T , K E Y S T O N E A C C O U N T A B I L I T Y