WIRO commissioned the Nous Group to undertake an Assessment of our complaints handling and grants management functions in early 2020. The purpose of the Assessment was both to benchmark WIRO services and provide a roadmap for continuous improvement.
Nous Group undertook the Assessment between April and August 2020 using a robust methodology including policy and case reviews, direct observation, stakeholder interviews and staff forums. The Key Findings and Proposed Areas for Action are published here.
The outcome of the Assessment is a positive, with essential elements of WIRO services assessed as established and providing a solid foundation for continuous improvement. It is positive to see that those who rely WIRO services value them highly. Comments about the expertise and accessibility of staff reflect well on the highly skilled and committed team at WIRO.
The areas of focus for the future in the Nous Report strongly align with the IRO Direction 2020-22. All of the recommendations have been accepted and integrated into plans to implement the Direction over the coming two years. The WIRO response to each of the recommended actions is also published here.
The IRO will report on implementation of the recommendations in future Annual Reports.