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How can you evaluate the effectiveness of a program involving multiple clients?

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Program coordination is a complex and challenging skill that requires planning, communication, and collaboration among multiple clients, stakeholders, and partners. How can you measure the success and impact of your program and report it to your clients and funders? In this article, we will share some tips and tools to help you evaluate the effectiveness of a program involving multiple clients.

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Erwin Castillo, PMP

Sr. IT Manager at TELUS International
Kendall Scott

Communications and CX Project Coordinator at City of Kingston
James Berger

Special Counsel @ Jia Law Group | Cross-Border, Corporate Law, & Litigation

1 Define your goals and indicators

The first step in evaluating your program is to define your goals and indicators. What are the specific, measurable, achievable, relevant, and time-bound (SMART) objectives of your program? What are the indicators that will show you how well you are meeting your goals? How will you collect, analyze, and interpret the data for each indicator? You should align your goals and indicators with the expectations and needs of your clients and funders, and communicate them clearly to all parties involved.

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Kendall Scott

Communications and CX Project Coordinator at City of Kingston
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When evaluating a multi-client program's effectiveness, define specific, measurable goals aligned with the program's overall objectives. These goals should be tailored to address the unique needs and outcomes expected for each client group. Next, establish KPIs that are quantifiable and relevant to these goals. These KPIs might include client satisfaction levels, achievement of individual client milestones, service delivery efficiency, and impact metrics specific to the program's purpose. Regularly collect and analyze data on these indicators to assess progress and identify areas for improvement. Ensure that these goals and indicators are flexible enough to adapt to each client's context while maintaining the program's core objectives.

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2 Choose your evaluation methods

The next step is to choose your evaluation methods. How will you gather the evidence to support your indicators and demonstrate your program's outcomes and impacts? There are different types of evaluation methods, such as surveys, interviews, focus groups, observations, case studies, and experiments. You should select the methods that are appropriate for your program's context, scope, and budget, and that can capture the perspectives and feedback of your clients and other stakeholders. You should also ensure that your methods are ethical, valid, and reliable, and that you have the necessary resources and skills to conduct them.

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Erwin Castillo, PMP

Sr. IT Manager at TELUS International
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One of the best items I've found to be very effective when working on different client projects is not only to establish the close relationship with them but also make them part of the deployment as such, engage them in the discussions, decision making and make sure they are always informed on the latest status of the affairs, this will get them to work shoulder to shoulder with your team

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James Berger

Special Counsel @ Jia Law Group | Cross-Border, Corporate Law, & Litigation
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Although the following factors likely apply to many aspects of evaluative processes, in the world of legal and regulatory programs, I have found the following especially useful. First, discuss metrics your client (or clients) would themselves deploy. Second, integrate client methodology while explaining what may need to be adjusted. An example would be a client in the pharmaceuticals industry who can tell you about industry benchmarks but might not recognize changing political risk factors. Balance both creatively. Third, expect pushback. Change is difficult but - when addressed as a money-saver and a brand-booster - rather than only proactive crisis management, one’s odds of adding value grow quickly. Fourth: Show quantifiable results!

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3 Implement your evaluation plan

The third step is to implement your evaluation plan. How will you execute your evaluation methods and collect the data for your indicators? You should plan ahead and schedule your data collection activities in advance, and coordinate with your clients and partners to ensure their participation and cooperation. You should also monitor and document your evaluation process, and address any issues or challenges that may arise along the way. You should ensure that your data collection is consistent, accurate, and complete, and that you store and manage your data securely and confidentially.

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4 Analyze and interpret your data

The fourth step is to analyze and interpret your data. How will you process, organize, and summarize your data for each indicator and goal? You should use appropriate tools and techniques to analyze your data, such as descriptive statistics, inferential statistics, thematic analysis, or content analysis. You should also interpret your data in relation to your program's context, objectives, and theory of change. You should identify and explain the patterns, trends, gaps, and outliers in your data, and draw conclusions and recommendations based on your findings.

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5 Report and communicate your results

The final step is to report and communicate your results. How will you present and share your evaluation findings and recommendations with your clients and funders? You should use clear and concise language, visual aids, and storytelling techniques to communicate your results in a compelling and engaging way. You should also tailor your report and presentation to the needs and preferences of your audience, and highlight the key messages, insights, and implications of your evaluation. You should also invite feedback and questions from your clients and funders, and discuss how to use your evaluation results to improve your program and inform future decisions.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you evaluate the effectiveness of a program involving multiple clients?

1

2

3

4

5

6

1 Define your goals and indicators

2 Choose your evaluation methods

3 Implement your evaluation plan

4 Analyze and interpret your data

5 Report and communicate your results

6 Here’s what else to consider

Program Coordination

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How can you evaluate the effectiveness of a program involving multiple clients?

1

2

3

4

5

6

1 Define your goals and indicators

2 Choose your evaluation methods

3 Implement your evaluation plan

4 Analyze and interpret your data

5 Report and communicate your results

6 Here’s what else to consider

Program Coordination

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