Assessment

Some things to consider

• What will clients have to do in order to demonstrate that you have served them effectively?
• Is the outcome measureable in a continuous and sustainable way?
• It is not necessary to reinvent the wheel. Do you currently have some type of in-house service check which could aid in assessing the AUO? If so, can you use that as your assessment? COA recommends that you use multiple measures to obtain richer data that enables you to put greater trust in your final
• Consider using both qualitative and quantitative assessment

Quantitative methods assign numerical scores to service quality while qualitative methods focus on the quality of the service without assigning a numerical value to them.

• Departmentally-developed measurement tools tend to have tremendous content validity. Work together to develop your own tool, for example a rubric that can be used to track performance improvement over time. You could use it for formative and/or summative assessment.
• Utilize rubrics in your assessment

A well-developed rubric allows you to give a numerical score for a qualitative assessment which makes the reporting, analysis, and evaluation components much easier.

• Some of your AUO may be better assessed through the use of indirect methods as they can provide immediate feedback to a service. Indirect assessment can also be used in combination with direct assessment and may help you to interpret the results or effectiveness of the direct assessment.
• To increase efficiency, you can randomly sample clients rather than include everyone, but make sure that you obtain enough data to trust your outcomes and
• If several tools are used in an AUO assessment, the staff should ensure that each uses the same or a similar prompt so there is consistency in the questions that respondents are asked to address in relation to the outcome(s).
• Need a survey, having trouble interpreting results, use your Research Office --they are there for you!