For the Dutch Institute for Multicultural Development FORUM, a highly acclaimed knowledge base on diversity, we have completed a two-step research project informing the evaluation and innovation of their service delivery. We interviewed a wide sample of their targetmarket across The Netherlands (policy makers for governments, schools and welfare organisations) about their current relationship with FORUM and potential improvements to the service design. We also completed an expert validation of their online services to advise on the strengths, weaknesses and opportunities for improvement. Based on the integrated report and two strategic workshops FORUM has developed a fresh perspective on how to deliver a portfolio of intergrated multi-channel services. (NL, 2008)
