Reaching Out to Stakeholders

Abstract

This article presents a novel 360-degree organization assessment model that was developed for the Georgia Department of Transportation to solicit systematic feedback on its performance from key stakeholders. The model, which draws on a similar process in the field of human resources development, is based on surveys of contractors, consultants, local government officials, legislators, employees, motorists, professional truck drivers, and the public at large. In addition to common questions regarding overall performance, the surveys included items on issues of specific concern to each stakeholder group. The process is described in detail, representative results of the survey data are presented, and follow-up actions taken by the department in selected cases are discussed. The conclusion summarizes the utility of the 360-degree assessment approach and its applicability to other public agencies.

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