‘A Measure of Success’ – 2017-18 assurance report
The main findings of ‘A Measure of Success’ are:
- While users’ experiences continue to improve, consistency is needed to build trust that services are always available in Welsh, and that Welsh is not treated less favourably than English
- Organisations need to encourage the use of Welsh language services, make them easy to use, and understand the reality of users’ experiences
- Organisations need to give strategic and detailed consideration to increasing the use of Welsh when they make policy decisions, and in relation to the language of internal operations
Further information about the contents of the report is in the press release.
What is an assurance report?
The aim of the Commissioner in publishing an annual assurance report is to give an independent view, based on firm evidence, in order to:
- inform Welsh speakers to what extent public organisations provide services for them, and what is the quality of those services;
- draw the attention of organisations to successful practice, and where compliance arrangements need to be developed, in order to enable them to comply and improve users’ experiences;
- provide evidence to politicians, and other policy makers, regarding to what extent public organisations provide services of good quality in Welsh, and to what extent the standards regime is successful.
The Commissioner gathers and analyses quantitative and qualitative data from various sources to form her findings. All results and findings go through a process of internal challenge to ensure reliability.
The sources include:
- monitoring – user experience surveys, verifying annual reports and records, and thematic reviews;
- public engagement – discussion groups, opinion survey, user shadowing sessions;
- engagement with organisations – feedback meetings, workshops, complaints and investigations.
Previous assurance reports