““The Model draws on international literature, so it is fairly universal in its approach. We’ve had assessors from many different countries interact with it, and the basic structure is fairly intuitive, it’s quite robust in that sense. Although it’s preferable to apply it at a government-wide transformation—where there are many benefits from getting an entire government to operate—it can equally apply to a single department or an arm’s-length government agency. From that perspective, I think it’s quite robust.”

“It’s the broadest model I’ve seen. It offers a holistic CX overview, whereas many other initiatives focus on much narrower parameters, I haven’t come across anything with as broad a mandate as what you’re doing at the Foundation.”

“The framework — the 4Ds — is quite unique. I don’t think I’ve seen much like it. I have to say, I was quite impressed with the engagement that it brings.”

“The framework does a good job of describing the process and the steps you need to go through, and the kind of components you need in place. I think you’ve done a really good job. The sub-dimensions that you’ve created are excellent—priority setting is great, and all of the sub-dimensions are great. There’s none that I would take out.”

“The model has helped us shift our internal thinking toward a more organized and structured approach to CX, moving away from scattered initiatives.”

“As you move from one pillar to another, the model remains fully consistent and integrated throughout. I haven’t seen this approach elsewhere."

“The framework is a really good description of the things that government needs to do to deliver a good user experience.”