Creating shared governance feedback across services

Shared governance is a structure that promotes collaboration and decision-making across various services or departments within an organization. It empowers employees at all levels to contribute to the management of processes, improvements, and outcomes. When creating shared governance feedback systems across services, it’s essential to ensure that the system is collaborative, inclusive, and transparent. Below are strategies for establishing a shared governance feedback framework:

1. Establish Clear Objectives

Before introducing any feedback system, it’s crucial to clarify the goals of shared governance across services. What do you hope to achieve through this feedback system? Objectives might include:

• Improving interdepartmental collaboration.

• Enhancing service delivery or product quality.

• Identifying and resolving operational inefficiencies.

• Strengthening employee engagement and empowerment.

Once the goals are defined, stakeholders at all levels will have a shared understanding of why the feedback process is critical and how it contributes to the overall success of the organization.

2. Involve All Relevant Stakeholders

For shared governance to work effectively, it’s essential that feedback is gathered from a variety of sources within the organization, including:

• Service-level employees: These are the individuals directly interacting with services or customers and can provide valuable insights into day-to-day operations.

• Managers and supervisors: They provide a broader perspective, offering insights into service performance, resource allocation, and organizational efficiency.

• Leaders/Executives: Their perspective is strategic, focusing on overarching goals, organizational health, and sustainability.

Incorporating a diverse range of feedback ensures that all levels of the organization are involved in decision-making, and that different perspectives are considered in shaping policies and processes.

3. Design an Inclusive Feedback Mechanism

Design feedback mechanisms that are accessible to all individuals involved in shared governance. Some ways to facilitate this include:

• Surveys and Questionnaires: Regular surveys can be distributed to capture feedback from employees at different levels. Ensure these surveys are anonymous to encourage honest input.

• Focus Groups and Roundtable Discussions: Hold group sessions where employees can openly discuss issues, ideas, and concerns. These sessions can provide qualitative insights that surveys might miss.

• Digital Platforms: Develop or use existing tools that facilitate easy submission and tracking of feedback, such as an internal feedback portal or collaboration tools like Slack or Microsoft Teams.

The mechanism should be flexible, allowing employees to provide feedback in various formats (written, verbal, digital) to ensure participation from a wide range of individuals.

4. Ensure Transparency in the Process

One of the core principles of shared governance is transparency. After collecting feedback, it’s important to communicate clearly about how it will be used. This can include:

• Sharing the outcomes of surveys and discussions with employees.

• Explaining the actions taken in response to feedback (or why certain feedback might not be immediately actionable).

• Providing regular updates about progress and adjustments based on feedback.

Transparency reinforces trust in the system, ensuring that employees see the value in providing feedback and understand that their voices are heard.

5. Establish Clear Feedback Channels

Different services or departments may have unique needs, so it’s important to set up specialized channels for feedback, such as:

• Service-specific teams: Feedback can be gathered from specialized teams who deal with specific aspects of the service, ensuring that concerns are addressed in the correct context.

• Cross-functional teams: Create task forces that include employees from multiple departments. These teams can review and analyze feedback across services to develop holistic solutions to systemic issues.

• Escalation pathways: There should be clear, predefined methods for escalating critical issues or feedback that require urgent attention.

This structured approach ensures that feedback doesn’t get lost in the shuffle and that it is directed to the correct individuals or teams for follow-up action.

6. Foster a Culture of Open Dialogue

A feedback system can only thrive in a culture where open communication is encouraged and valued. Here are ways to cultivate that culture:

• Encourage a feedback mindset: Remind employees that feedback is essential for growth and improvement, not for criticism. This can be done through training, workshops, or internal communications.

• Recognize contributions: Acknowledge and celebrate employees who provide valuable insights. Publicly thanking employees for their feedback can reinforce the importance of shared governance.

• Leadership buy-in: Leaders should model the behaviors they want to see, such as actively seeking and responding to feedback. When employees see that leadership values feedback, they are more likely to participate.

7. Act on Feedback and Track Progress

Collecting feedback is important, but the real value lies in how you act upon it. Implement the necessary changes based on feedback and track progress over time. This can include:

• Action plans: Develop specific action plans or strategies that outline the steps being taken based on feedback, timelines for execution, and the expected outcomes.

• Feedback loops: Create mechanisms for employees to see the impact of their feedback. This could be as simple as sending a follow-up email detailing the changes that have been made as a result of their input.

• Continuous evaluation: Regularly assess the effectiveness of the feedback system itself. Are people participating? Are improvements being seen? Adjust the process based on what’s working and what’s not.

8. Train and Educate Employees

Providing training and education is crucial for ensuring that employees understand the purpose and value of shared governance. Training sessions could focus on:

• The importance of feedback and how it contributes to both personal and organizational growth.

• How to give constructive feedback that is specific, actionable, and respectful.

• How to use feedback tools and platforms effectively.

Employees who are well-versed in the feedback process are more likely to contribute meaningfully and engage with the system.

9. Monitor the Impact

Lastly, it’s important to continuously monitor and evaluate the impact of the shared governance feedback system. Key performance indicators (KPIs) should be established to track success, such as:

• Improvements in service delivery or customer satisfaction.

• Employee engagement and retention.

• Increased efficiency in operations or cost savings.

By monitoring these metrics, you can determine whether the feedback system is meeting its intended goals and make adjustments as needed.

Conclusion

Shared governance feedback across services is about creating a system where all levels of the organization can contribute to decision-making and process improvement. By establishing clear objectives, involving all stakeholders, ensuring transparency, and fostering a culture of open dialogue, organizations can build a system that drives continuous improvement. The key to success lies in acting on feedback, tracking progress, and continuously refining the feedback process to meet the evolving needs of the organization.