Latest news with #O'Hagan
Business Wire
4 days ago
- Automotive
- Business Wire
BMW Motorrad Dealers Top-Ranked in 2025 Powersports Study for Providing Quick and Easy Service Appointments
MONTEREY, Calif.--(BUSINESS WIRE)--BMW Motorrad dealerships ranked highest in the 2025 Pied Piper PSI ® Service Telephone Effectiveness ® (STE ®) Powersports Industry Study, which measured the efficiency and quality of customer attempts to schedule service appointments by telephone. Following BMW were Kubota, Triumph, Polaris Off-Road and Harley-Davidson. 'Well-run service departments focus on building customer loyalty, and the first opportunity to drive that loyalty is a customer's phone call to schedule an appointment.' Share Pied Piper submitted service calls to 1,531 powersports dealerships representing 27 brands, then evaluated the telephone interactions. Each brand's overall STE Score is a combined average of its individual dealer performances. Scores range from 0 to 100 and include over 30 differently weighted measurements tracking the best practices most likely to generate service revenue and customer loyalty. BMW Ranked Highest: Consistency in Challenging Conditions 'BMW has consistently been ranked among the top three performing brands during the three years this annual study has been conducted,' said Cameron O'Hagan, Pied Piper's Vice President of Metrics and Analytics. ' This year they have achieved the top position due to that consistency.' BMW led the 2025 STE study with an average STE score of 50 – the same score BMW achieved in both 2023 and 2024. The following are examples of behaviors which set BMW dealers apart from the industry average when customers call for service: Higher Rate of Setting Appointments – 65% of BMW service calls resulted in an appointment being set, compared to only 52% for the industry overall. More Likely to Ask About Other Issues – BMW customers were asked if they had any other issues or needed any additional service 35% of the time on average, compared to only 22% of the time for the industry overall. More Likely to Ask if Visited Before – On average, BMW dealers asked service customers whether they had visited the dealership before 44% of the time, compared to 28% of the time for the industry overall. Reach Service Advisor Quickly – BMW customers on average reached a service advisor within one minute 84% of the time, compared to 78% of the time for the industry overall. Why Should We Care About a Customer's Service Telephone Experience? ' Well-run service departments focus on building customer loyalty, and the first opportunity to drive that loyalty is a customer's phone call to schedule an appointment,' said O'Hagan. ' Powersports customers who struggle to schedule service vote with their feet by moving to another dealership or independent shop. In extreme cases, due to most powersports purchases being discretionary, if ownership becomes frustrating, many customers will begin to question whether it's worth the effort and may sell the vehicle and become sour with the brand. ' The industry's average STE score improved one point over the past year, reaching an average score of 44, one point higher than 2024 but trailing the 2023 high watermark average score by two points. Performance varied substantially from dealership to dealership, with a minority of dealerships clearly benefiting from their superior processes. 16% of dealerships nationally achieved STE scores over 70, by providing an interaction with their service customers that was speedy, efficient and proactively helpful. In contrast, customers for 11% of the dealerships hung up their phone having completely failed in their attempt to schedule service. The business implications between those two extremes are substantial. Powersport Industry Performance Lacking in Key Areas Customer expectations for scheduling service aren't set by the powersports industry. Nearly all powersports customers also schedule service for their cars and trucks, and over the past few years the auto industry has significantly improved the service scheduling experience for their customers. Fail to Live up to Expectations – Today, half of all auto service appointments for basic needs like oil changes are quickly booked online, and with the help of AI-powered chat, 87% of auto customers who phone to schedule service end their call with an appointment—compared to only 52% of the powersports customers. Too Many 'Just Drop it Off' Demands – 41% of the time powersports customers were told to 'just drop it off' and wait an undetermined amount of time, rather than the dealership committing to a specific date and time. In comparison, this unfavorable behavior occurs only 2% of the time in the auto industry. Rarely Ask About Additional Services – Across the industry, only 22% of customers were asked if they had other issues or needed additional services—significantly lower than the 40% rate seen in the auto industry. Industry's Greatest Opportunities for Improvement ' The cliché is true: sales sells the first; service sells the rest,' said O'Hagan. ' Dealerships that prioritize a superior service experience gain in both sales and service.' Turn 'Just Drop it Off' Into a Positive – 41% of powersports customers are told to 'just drop it off,' where the vehicle will wait—often outside in the elements—for an undetermined number of days, before the dealership will get to it. This demonstrates little concern for a customer's time or expectations. However, this 'drop it off' mentality can be transformed from a frustration into a positive experience by also offering an appointment. For example: ' I can schedule you two weeks from today, or if you prefer, you're welcome to bring it in and we'll try to get to it sooner. ' Framing it this way respects the customer's time and shows that the dealership is organized and responsive—turning a traditionally negative interaction into a loyalty-building moment. Understand What Customers Are Really Experiencing – In the 2025 study there were 14 brands which improved their STE score over the previous year. The brand with the greatest improvement was Kubota, with a six-point gain since last year, moving from a tenth-place ranking in 2024 to second in this year's study. Kubota dealers nearly doubled their rate of setting appointments, occurring 58% of the time in 2025 compared to 31% of the time last year. Kubota dealers also drastically cut the rate of insisting 'just drop it off' from 62% of the time in 2024 to 38% of the time this year. The key to this improvement was showing dealers what their customers actually experienced when calling for service. 2025 Brand Performance Compared Performance varied substantially by brand, as shown by these examples: Why Was This Study Conducted? 'The first service interaction that drives loyalty and service revenue is a customer's initial phone call to schedule an appointment,' said O'Hagan. "Because these phone calls often go unnoticed in daily operations, they're frequently neglected — and without clear visibility, improvement becomes difficult." For more than 15 years, Pied Piper has independently published annual industry studies that rank the omnichannel performance of brands and dealer groups. These studies track how industry performance changes over time and let clients understand how their own performance compares. Pied Piper clients order ongoing Prospect Satisfaction Index ® (PSI ®) measurement and reporting – internet, telephone or in-person – for their dealerships, as tools to improve and maintain omnichannel sales and service effectiveness. Pied Piper clients have found that the key to driving dealership improvement is showing what sales and service customers are really experiencing – which is often a surprise. About Pied Piper Management Company, LLC Monterey, California - based Pied Piper helps brands and national retailer groups improve the omnichannel sales & service performance of their retailers. Pied Piper's PSI process applies data science analytics to determine the omnichannel sales and service best practices most likely to drive unit sales and loyalty. PSI then uses a combination of artificial intelligence, machine learning and human actors to measure and report how effectively retail locations follow those best practices. Other recent Pied Piper PSI industry studies include: Learn more, request a presentation of industry study results, or request PSI measurement and reporting at ------------------------- This press release is provided for editorial use only, and information contained in this release may not be used for advertising or otherwise promoting brands mentioned in this release without specific, written permission from Pied Piper Management Co., LLC.
The Advertiser
21-05-2025
- Politics
- The Advertiser
'Dumbfounded': IOC meeting sought over 2032 venue
Pressure is mounting on Olympic heavyweights to justify the construction of Brisbane 2032's main stadium on a significant Indigenous site during a landmark visit. An urgent meeting with the International Olympic Committee has been sought by an advocacy group after claims the 2032 centrepiece venue defies the Games' new principles. The IOC hierarchy has gathered in Brisbane to receive a 2032 Games progress report at a three-day meeting concluding on Thursday, touring sites around southeast Queensland. It marks the first time IOC delegates have visited Australia since Brisbane was unveiled as host almost four years ago. Advocacy group Save Victoria Park hope to make the most of the rare visit, writing to the IOC seeking a meeting as they look to take them to task over the main stadium's location. Victoria Park is expected to become the Brisbane Games hub, with a 63,000-seat main stadium and a nearby national aquatic centre set to be built. The advocacy group is raising money for a legal challenge exploring the impact on the heritage status and environment at the park, which is celebrating its 150th year. The group has argued Olympic venue construction would destroy valuable green space at a site of significance to First Nations communities. "How have we ended up in a position where we are going to destroy a large section of our last remaining inner-city green space?" group spokesperson Rose O'Hagan told AAP. "It dumbfounds us that in 2025 the IOC would think this is acceptable. "It is something you would expect in the '70s or '80s." Brisbane's 2032 venue blueprint was finally unveiled in March after a 100-day review guided by the Olympics' "new norm" principles aimed at avoiding massive cost blowouts that have plagued past Games. Host cities are now encouraged to cut spending by reducing new infrastructure and using existing or temporary venues. Ms O'Hagan claimed the Victoria Park stadium construction was not in keeping with the Olympic brief and threatened to destroy Brisbane's "green lungs". "We are not anti-Olympics but we don't understand how this lines up with anything in our host contract and original bid," she said. "We are supposed to be maximising existing infrastructure." The clock is ticking for the Games after the state government finally confirmed its venue blueprint more than 1300 days after Brisbane was named host. The Queensland government moved to help ensure infrastructure is built on time by passing a bill that will guarantee 2032 Olympic sites will be exempt from planning laws. They include the Environmental Protection, Queensland Heritage and Nature Conservation Acts, sparking more outrage from the advocacy group. Ms O'Hagan claimed Brisbane had the least amount of inner-city green space in any Australian capital and the group was preparing a legal challenge to protect it. "We have't preserved our green space as other cities have," she said. "On the back of an Olympic Games they are promoting as being sustainable we are going to lose a huge amount of what is remaining." Victoria Park originally featured 130 hectares, she said. "Now it has 64. After this who knows how much we are going to have - it is going to decimate it. "We are looking at everything we can do to protect this park." Meanwhile, IOC heavyweights including outgoing president Thomas Bach visited the Gold Coast on Wednesday as part of their landmark trip. IOC president-elect Kirsty Coventry also joined 2032 organisers and the co-ordination commission on the glitter strip where local mayor Tom Tate declared the Gold Coast was "Games ready". Pressure is mounting on Olympic heavyweights to justify the construction of Brisbane 2032's main stadium on a significant Indigenous site during a landmark visit. An urgent meeting with the International Olympic Committee has been sought by an advocacy group after claims the 2032 centrepiece venue defies the Games' new principles. The IOC hierarchy has gathered in Brisbane to receive a 2032 Games progress report at a three-day meeting concluding on Thursday, touring sites around southeast Queensland. It marks the first time IOC delegates have visited Australia since Brisbane was unveiled as host almost four years ago. Advocacy group Save Victoria Park hope to make the most of the rare visit, writing to the IOC seeking a meeting as they look to take them to task over the main stadium's location. Victoria Park is expected to become the Brisbane Games hub, with a 63,000-seat main stadium and a nearby national aquatic centre set to be built. The advocacy group is raising money for a legal challenge exploring the impact on the heritage status and environment at the park, which is celebrating its 150th year. The group has argued Olympic venue construction would destroy valuable green space at a site of significance to First Nations communities. "How have we ended up in a position where we are going to destroy a large section of our last remaining inner-city green space?" group spokesperson Rose O'Hagan told AAP. "It dumbfounds us that in 2025 the IOC would think this is acceptable. "It is something you would expect in the '70s or '80s." Brisbane's 2032 venue blueprint was finally unveiled in March after a 100-day review guided by the Olympics' "new norm" principles aimed at avoiding massive cost blowouts that have plagued past Games. Host cities are now encouraged to cut spending by reducing new infrastructure and using existing or temporary venues. Ms O'Hagan claimed the Victoria Park stadium construction was not in keeping with the Olympic brief and threatened to destroy Brisbane's "green lungs". "We are not anti-Olympics but we don't understand how this lines up with anything in our host contract and original bid," she said. "We are supposed to be maximising existing infrastructure." The clock is ticking for the Games after the state government finally confirmed its venue blueprint more than 1300 days after Brisbane was named host. The Queensland government moved to help ensure infrastructure is built on time by passing a bill that will guarantee 2032 Olympic sites will be exempt from planning laws. They include the Environmental Protection, Queensland Heritage and Nature Conservation Acts, sparking more outrage from the advocacy group. Ms O'Hagan claimed Brisbane had the least amount of inner-city green space in any Australian capital and the group was preparing a legal challenge to protect it. "We have't preserved our green space as other cities have," she said. "On the back of an Olympic Games they are promoting as being sustainable we are going to lose a huge amount of what is remaining." Victoria Park originally featured 130 hectares, she said. "Now it has 64. After this who knows how much we are going to have - it is going to decimate it. "We are looking at everything we can do to protect this park." Meanwhile, IOC heavyweights including outgoing president Thomas Bach visited the Gold Coast on Wednesday as part of their landmark trip. IOC president-elect Kirsty Coventry also joined 2032 organisers and the co-ordination commission on the glitter strip where local mayor Tom Tate declared the Gold Coast was "Games ready". Pressure is mounting on Olympic heavyweights to justify the construction of Brisbane 2032's main stadium on a significant Indigenous site during a landmark visit. An urgent meeting with the International Olympic Committee has been sought by an advocacy group after claims the 2032 centrepiece venue defies the Games' new principles. The IOC hierarchy has gathered in Brisbane to receive a 2032 Games progress report at a three-day meeting concluding on Thursday, touring sites around southeast Queensland. It marks the first time IOC delegates have visited Australia since Brisbane was unveiled as host almost four years ago. Advocacy group Save Victoria Park hope to make the most of the rare visit, writing to the IOC seeking a meeting as they look to take them to task over the main stadium's location. Victoria Park is expected to become the Brisbane Games hub, with a 63,000-seat main stadium and a nearby national aquatic centre set to be built. The advocacy group is raising money for a legal challenge exploring the impact on the heritage status and environment at the park, which is celebrating its 150th year. The group has argued Olympic venue construction would destroy valuable green space at a site of significance to First Nations communities. "How have we ended up in a position where we are going to destroy a large section of our last remaining inner-city green space?" group spokesperson Rose O'Hagan told AAP. "It dumbfounds us that in 2025 the IOC would think this is acceptable. "It is something you would expect in the '70s or '80s." Brisbane's 2032 venue blueprint was finally unveiled in March after a 100-day review guided by the Olympics' "new norm" principles aimed at avoiding massive cost blowouts that have plagued past Games. Host cities are now encouraged to cut spending by reducing new infrastructure and using existing or temporary venues. Ms O'Hagan claimed the Victoria Park stadium construction was not in keeping with the Olympic brief and threatened to destroy Brisbane's "green lungs". "We are not anti-Olympics but we don't understand how this lines up with anything in our host contract and original bid," she said. "We are supposed to be maximising existing infrastructure." The clock is ticking for the Games after the state government finally confirmed its venue blueprint more than 1300 days after Brisbane was named host. The Queensland government moved to help ensure infrastructure is built on time by passing a bill that will guarantee 2032 Olympic sites will be exempt from planning laws. They include the Environmental Protection, Queensland Heritage and Nature Conservation Acts, sparking more outrage from the advocacy group. Ms O'Hagan claimed Brisbane had the least amount of inner-city green space in any Australian capital and the group was preparing a legal challenge to protect it. "We have't preserved our green space as other cities have," she said. "On the back of an Olympic Games they are promoting as being sustainable we are going to lose a huge amount of what is remaining." Victoria Park originally featured 130 hectares, she said. "Now it has 64. After this who knows how much we are going to have - it is going to decimate it. "We are looking at everything we can do to protect this park." Meanwhile, IOC heavyweights including outgoing president Thomas Bach visited the Gold Coast on Wednesday as part of their landmark trip. IOC president-elect Kirsty Coventry also joined 2032 organisers and the co-ordination commission on the glitter strip where local mayor Tom Tate declared the Gold Coast was "Games ready". Pressure is mounting on Olympic heavyweights to justify the construction of Brisbane 2032's main stadium on a significant Indigenous site during a landmark visit. An urgent meeting with the International Olympic Committee has been sought by an advocacy group after claims the 2032 centrepiece venue defies the Games' new principles. The IOC hierarchy has gathered in Brisbane to receive a 2032 Games progress report at a three-day meeting concluding on Thursday, touring sites around southeast Queensland. It marks the first time IOC delegates have visited Australia since Brisbane was unveiled as host almost four years ago. Advocacy group Save Victoria Park hope to make the most of the rare visit, writing to the IOC seeking a meeting as they look to take them to task over the main stadium's location. Victoria Park is expected to become the Brisbane Games hub, with a 63,000-seat main stadium and a nearby national aquatic centre set to be built. The advocacy group is raising money for a legal challenge exploring the impact on the heritage status and environment at the park, which is celebrating its 150th year. The group has argued Olympic venue construction would destroy valuable green space at a site of significance to First Nations communities. "How have we ended up in a position where we are going to destroy a large section of our last remaining inner-city green space?" group spokesperson Rose O'Hagan told AAP. "It dumbfounds us that in 2025 the IOC would think this is acceptable. "It is something you would expect in the '70s or '80s." Brisbane's 2032 venue blueprint was finally unveiled in March after a 100-day review guided by the Olympics' "new norm" principles aimed at avoiding massive cost blowouts that have plagued past Games. Host cities are now encouraged to cut spending by reducing new infrastructure and using existing or temporary venues. Ms O'Hagan claimed the Victoria Park stadium construction was not in keeping with the Olympic brief and threatened to destroy Brisbane's "green lungs". "We are not anti-Olympics but we don't understand how this lines up with anything in our host contract and original bid," she said. "We are supposed to be maximising existing infrastructure." The clock is ticking for the Games after the state government finally confirmed its venue blueprint more than 1300 days after Brisbane was named host. The Queensland government moved to help ensure infrastructure is built on time by passing a bill that will guarantee 2032 Olympic sites will be exempt from planning laws. They include the Environmental Protection, Queensland Heritage and Nature Conservation Acts, sparking more outrage from the advocacy group. Ms O'Hagan claimed Brisbane had the least amount of inner-city green space in any Australian capital and the group was preparing a legal challenge to protect it. "We have't preserved our green space as other cities have," she said. "On the back of an Olympic Games they are promoting as being sustainable we are going to lose a huge amount of what is remaining." Victoria Park originally featured 130 hectares, she said. "Now it has 64. After this who knows how much we are going to have - it is going to decimate it. "We are looking at everything we can do to protect this park." Meanwhile, IOC heavyweights including outgoing president Thomas Bach visited the Gold Coast on Wednesday as part of their landmark trip. IOC president-elect Kirsty Coventry also joined 2032 organisers and the co-ordination commission on the glitter strip where local mayor Tom Tate declared the Gold Coast was "Games ready".
West Australian
21-05-2025
- Politics
- West Australian
'Dumbfounded': IOC meeting sought over 2032 venue
Pressure is mounting on Olympic heavyweights to justify the construction of Brisbane 2032's main stadium on a significant Indigenous site during a landmark visit. An urgent meeting with the International Olympic Committee has been sought by an advocacy group after claims the 2032 centrepiece venue defies the Games' new principles. The IOC hierarchy has gathered in Brisbane to receive a 2032 Games progress report at a three-day meeting concluding on Thursday, touring sites around southeast Queensland. It marks the first time IOC delegates have visited Australia since Brisbane was unveiled as host almost four years ago. Advocacy group Save Victoria Park hope to make the most of the rare visit, writing to the IOC seeking a meeting as they look to take them to task over the main stadium's location. Victoria Park is expected to become the Brisbane Games hub, with a 63,000-seat main stadium and a nearby national aquatic centre set to be built. The advocacy group is raising money for a legal challenge exploring the impact on the heritage status and environment at the park, which is celebrating its 150th year. The group has argued Olympic venue construction would destroy valuable green space at a site of significance to First Nations communities. "How have we ended up in a position where we are going to destroy a large section of our last remaining inner-city green space?" group spokesperson Rose O'Hagan told AAP. "It dumbfounds us that in 2025 the IOC would think this is acceptable. "It is something you would expect in the '70s or '80s." Brisbane's 2032 venue blueprint was finally unveiled in March after a 100-day review guided by the Olympics' "new norm" principles aimed at avoiding massive cost blowouts that have plagued past Games. Host cities are now encouraged to cut spending by reducing new infrastructure and using existing or temporary venues. Ms O'Hagan claimed the Victoria Park stadium construction was not in keeping with the Olympic brief and threatened to destroy Brisbane's "green lungs". "We are not anti-Olympics but we don't understand how this lines up with anything in our host contract and original bid," she said. "We are supposed to be maximising existing infrastructure." The clock is ticking for the Games after the state government finally confirmed its venue blueprint more than 1300 days after Brisbane was named host. The Queensland government moved to help ensure infrastructure is built on time by passing a bill that will guarantee 2032 Olympic sites will be exempt from planning laws. They include the Environmental Protection, Queensland Heritage and Nature Conservation Acts, sparking more outrage from the advocacy group. Ms O'Hagan claimed Brisbane had the least amount of inner-city green space in any Australian capital and the group was preparing a legal challenge to protect it. "We have't preserved our green space as other cities have," she said. "On the back of an Olympic Games they are promoting as being sustainable we are going to lose a huge amount of what is remaining." Victoria Park originally featured 130 hectares, she said. "Now it has 64. After this who knows how much we are going to have - it is going to decimate it. "We are looking at everything we can do to protect this park." Meanwhile, IOC heavyweights including outgoing president Thomas Bach visited the Gold Coast on Wednesday as part of their landmark trip. IOC president-elect Kirsty Coventry also joined 2032 organisers and the co-ordination commission on the glitter strip where local mayor Tom Tate declared the Gold Coast was "Games ready".
Perth Now
21-05-2025
- Politics
- Perth Now
'Dumbfounded': IOC meeting sought over 2032 venue
Pressure is mounting on Olympic heavyweights to justify the construction of Brisbane 2032's main stadium on a significant Indigenous site during a landmark visit. An urgent meeting with the International Olympic Committee has been sought by an advocacy group after claims the 2032 centrepiece venue defies the Games' new principles. The IOC hierarchy has gathered in Brisbane to receive a 2032 Games progress report at a three-day meeting concluding on Thursday, touring sites around southeast Queensland. It marks the first time IOC delegates have visited Australia since Brisbane was unveiled as host almost four years ago. Advocacy group Save Victoria Park hope to make the most of the rare visit, writing to the IOC seeking a meeting as they look to take them to task over the main stadium's location. Victoria Park is expected to become the Brisbane Games hub, with a 63,000-seat main stadium and a nearby national aquatic centre set to be built. The advocacy group is raising money for a legal challenge exploring the impact on the heritage status and environment at the park, which is celebrating its 150th year. The group has argued Olympic venue construction would destroy valuable green space at a site of significance to First Nations communities. "How have we ended up in a position where we are going to destroy a large section of our last remaining inner-city green space?" group spokesperson Rose O'Hagan told AAP. "It dumbfounds us that in 2025 the IOC would think this is acceptable. "It is something you would expect in the '70s or '80s." Brisbane's 2032 venue blueprint was finally unveiled in March after a 100-day review guided by the Olympics' "new norm" principles aimed at avoiding massive cost blowouts that have plagued past Games. Host cities are now encouraged to cut spending by reducing new infrastructure and using existing or temporary venues. Ms O'Hagan claimed the Victoria Park stadium construction was not in keeping with the Olympic brief and threatened to destroy Brisbane's "green lungs". "We are not anti-Olympics but we don't understand how this lines up with anything in our host contract and original bid," she said. "We are supposed to be maximising existing infrastructure." The clock is ticking for the Games after the state government finally confirmed its venue blueprint more than 1300 days after Brisbane was named host. The Queensland government moved to help ensure infrastructure is built on time by passing a bill that will guarantee 2032 Olympic sites will be exempt from planning laws. They include the Environmental Protection, Queensland Heritage and Nature Conservation Acts, sparking more outrage from the advocacy group. Ms O'Hagan claimed Brisbane had the least amount of inner-city green space in any Australian capital and the group was preparing a legal challenge to protect it. "We have't preserved our green space as other cities have," she said. "On the back of an Olympic Games they are promoting as being sustainable we are going to lose a huge amount of what is remaining." Victoria Park originally featured 130 hectares, she said. "Now it has 64. After this who knows how much we are going to have - it is going to decimate it. "We are looking at everything we can do to protect this park." Meanwhile, IOC heavyweights including outgoing president Thomas Bach visited the Gold Coast on Wednesday as part of their landmark trip. IOC president-elect Kirsty Coventry also joined 2032 organisers and the co-ordination commission on the glitter strip where local mayor Tom Tate declared the Gold Coast was "Games ready".
NZ Herald
06-05-2025
- Politics
- NZ Herald
Who are the chosen 40? Whanganui council shields citizens' assembly
While the outcome of the initiative would be publicly reported, the council said it was keeping the names of assembly members confidential. It fears publication of members' names would 'likely discourage' future participation. 'Anonymity allows participants to engage fully, particularly if they wish to offer personal opinions or are involved in controversial topics,' the council's chief strategy officer, Sarah O'Hagan, said. The chosen 40 will gather for up to five closed-door sessions, meeting for the first time on Tuesday night at the city's War Memorial Centre. The meetings will not be livestreamed. The council said it was 'formally withholding' the names of the participants to protect them from improper pressure or harassment. 'While the citizens' assembly is under way, we want to provide an environment where the group is free to have discussions without scrutiny on individuals or external pressure,' O'Hagan said. 'With this in mind, we have not published the names of individuals selected for the assembly. 'One of the reasons for this is we want to consider using this participatory approach in the future.' Local Democracy Reporting's routine request for the names was treated by the council as a request under the Local Government Official Information and Meetings Act 1987. The council said the names were being withheld to protect the privacy of individuals and to protect 'members, officers, employees and persons from improper pressure or harassment'. 'The council does not consider there to be any public interest that outweighs the need to protect individuals' privacy and maintain the effective conduct of public affairs,' O'Hagan said. O'Hagan said after each facilitated session, the meeting run-sheet and high-level minutes would be published on the council website and social media, summarising the process and conversation without identifying individuals. 'In this way, the community can keep up-to-date with what's being discussed at the assembly. 'It's … really important to us to keep the wider community informed of the group's progress.' Representatives of the citizens' assembly will present the group's recommendation on the future of outdoor pools to elected members at a livestreamed council meeting in late June. 'This is open to everyone to watch, as is the meeting where elected members consider the recommendation and make their decision. We'd encourage anyone who's interested to tune into these livestreamed meetings,' O'Hagan said. 'Once the assembly has concluded, photos and video of the process showing the people involved will be produced.' Whanganui Mayor Andrew Tripe said he asked for the citizens' assembly to be investigated in August last year as part of 'taking council to the people'. He had since delegated the process to the chief executive and his team. Advertise with NZME. However, he said there was a fine balance between protecting privacy and being transparent. 'The unintended consequences and risks of providing the names of participants to the wider community comes with significant risk – e.g. criticism on social media, blame for any recommendation they make,' Tripe said. 'Being able to participate in the process unencumbered will mean a better process and – if we agree to undertake the process again – will ensure that other participants step up. 'Obviously the outcome of the process is a recommendation to council and that will be publicly available.' Tripe said he was excited with the direction the citizens' assembly was taking. 'An aquatic review is an excellent choice to trial this process,' Tripe said. 'I thank all those who have put their hand up and I very much hope that it is an effective forum to provide direction on decision-making.' The citizens' assembly is based on a concept of participatory democracy originating in ancient Rome. Chief executive David Langford said earlier this year assemblies had been successful around the world because they brought together a diverse range of voices and allowed participants time to explore an issue in depth.
