You are the head of a large, city-government department in a large city. This means that your agency is a public/government agency (not a private organization nor a non-profit). Your department is responsible for serving a culturally and ethnically diverse population (including recently arrived immigrants). Your agency has also recently begun initiatives with a few of the countries from which the new immigrants arrive from.
As part of a mandatory 10 year review of your agency, an outside consultant was hired to assist in the review of your agency. The consultant conducted an initial survey of the clients of your program. The results of the survey suggest that your (and your agency’s) prior assumptions over the past several years about the population being served and their needs are very different from the actual responses given by residents.
The survey was deemed to be only a starting point (initial look) and did not attempt to determine the specific needs or areas of concern, but instead served only to let you know that you have been missing the mark for quite some time. Overall, a significant portion of the population of respondents feel as though they have been neglected (and or mistreated) by your agency.
What actions do you recommend be taken as a result of the initial consultant study (how will you go about addressing/solving the problem)?
Why / what are the reasons for your recommendations?
What will be the expected outcome of your solution?
Sample Solution