Improving the Experience at the David and Lucile Packard Foundation (2008): ”Quality interactions” and “clear communications” are largely intangible concepts. Yet leaders at the David & Lucile Packard Foundation successfully identified the elements of quality interactions and clear communications with grantees and translated them into concrete criteria that help guide staff’s daily work.

Packard’s Grantee Experience Standards were created and implemented as part of a larger change effort. Having commissioned CEP’s Grantee Perception Report® (GPR) twice, in spring 2004 and fall 2006, Packard used the CEP grantee survey as a template for developing the standards – and will use future GPRs to measure how well program staff carry them out.

By creating simple, clear rules of engagement and communicating them to staff and to grantees, Packard is strengthening its relationship with grantees in an effort to create more positive impact in the areas it funds.

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