Linking Customer Insight and Service Transformation
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This document discusses using customer insight and a "Total Place" approach to improve public services. It notes that local authorities currently collect a lot of customer data but use it within silos. A Total Place approach looks at customer needs holistically across agencies to design more efficient, effective services. Pilots found duplication between agencies and opportunities to streamline and better target services based on customer insights into their actual experiences. The document advocates further using and sharing customer insights to continuously redesign services around citizen needs.
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Linking Customer Insight and Service Transformation
- 1. Linking Total Place and Customer Led Transformation Programmes Lesley Courcouf 18 March 2010
- 3. 2,860 households = 14.48% 3,955 households = 20.03% 3,454 households = 17.49% 3,850 households= 19.49% The Community
Notes de l'éditeur
- CAA • Understanding local needs and translation into local priorities • The delivery of improvements and outcomes in the area • Gap analysis and planning for the future What are the arrangements for community engagement to provide an accurate understanding of the diverse needs and interests of all sections of the community, including those at risk of disadvantage or social exclusion? • How are citizens , from all parts of the community, encouraged and supported to feed in their views into priority-setting, decision making, service development and evaluation within and across the partnership organisations? Do they know what has changed as a result of their input? Were citizens involved in the setting of priorities for their area? • Is the local intelligence robust enough to provide a solid base for future plans and accurately identify opportunities, risks and threats for the future wellbeing of the community? Is local intelligence shared amongst the partnership? • Has the partnership got a good knowledge of the diversity profile of their communities -including disabled people, minority ethnic groups, older and younger people, lesbian and gay people, and people of transgender, those who hold religious or other belief systems and other vulnerable groups? Is there evidence of equality gaps or unequal outcomes relating to any of these communities? • Have engagement activities resulted in the needs of citizens being known more fully and acted on? • Are local people kept well informed of key issues regarding their area, with communication being coordinated between partners? Duty to involve – Local Government Act 2207/8 (check) beefed up ‘Duty to engage’ from previous LG Act. Also now got new challenges – i.e. responding to citizens using social media channels to share their views about the council