Customers at the heart of Total Place event 18th March 2010

1. Customer-led Transformation across Greater Manchester Phil Rimmer 18 March 2010

5. Strong Links to Total Place

8. Neil Mackin, CACI Ian Singleton & Olly Baker, Aperia AGMA Low Income Families Workshop Feb 25 th

9. Project Scope

10. Family Segmentation

11. Greater Manchester Distribution

12. Deprived Families with Early Years Children

13. Deprived Families with Early Years Children

16. Take-up of Social Housing Pattern of social housing mirrors affluence which gives confidence in the accuracy of the segmentation

17. Non-Decent Social Housing Although small numbers, the highest proportions in Non-Decent Housing are to be found in the most deprived families

18. Take-up of Children Centre Services Health skew towards the very young and the poor. Less well skewed by affluence – arguably good from cohesion perspective, but bad from targeting perspective.

19. Library Take-up Very even spread across families

20. Take-up of HB and CTB Skew towards the less affluent Notable that 5% of Affluent Families with Early Years Children are in receipt

21. Take-up of Council Tax Benefit

22. Take-up Housing Benefit

23. Large numbers on financial assistance services only – can we move them to services that increase their capacity

27. AGMA Low income families AGMA Customer Insight Project February 2010

30. Services workshop Circles of Need® - all content is © Aperia 2009

32. Customer Engagement Workshop

33. Customer Engagement Workshop More mobiles that landline and social media very high

35. Aspiration and Barriers More childcare in the workplace Leaflets on various schemes Greater financial incentives to get back into work Good Company More funding for toy / play library More care not to overpay benefits Allow parents to bulk hours of free 15hour child care More subsidised nursery places Better holiday cover / availability Increase the limit on working tax childcare vouchers More childcare in the workplace Knowing which services to apply for Advice and information provided in a more personal way Information in local paper Professional provides a follow up Process benefits claims quicker More flexible hours covered for childcare More benefits Flexible jobs Improve the application process for benefits Transparency and information on Child Tax Credits More help with CVs and interviews Easier access to jobs information Computer & internet for whole of school life Education vouchers Funding for extra curricular activities Cheaper school uniform Discounts on insurance Help to access services More use of school facilities Getting colleges to visit Surestart Centres to provide information on college courses Help with budgeting Training Help parents to be volunteers Make breastfeeding more sociably acceptable Help improving my self-confidence Expensive childcare No access to private childcare Not enough after school activities for older kids Centres not well equipped (toy library) Not enough information about get fit schemes People who promote services don't know local detail Patronising public service The advice given can be hard to understand Don't know what I'm entitled to Price of food is too high Ludicrous extra fees if your late (ASC) Takes too long to get income support sorted out Changes in benefits/support can take up to 6 months to resolve Claiming back overpayments lands you in debt Cant afford to live together No incentive to return to work

36. Aspiration and Barriers More childcare in the workplace Leaflets on various schemes Greater financial incentives to get back into work Good Company More funding for toy / play library More care not to overpay benefits Allow parents to bulk hours of free 15hour child care More subsidised nursery places Better holiday cover / availability Increase the limit on working tax childcare vouchers More childcare in the workplace Knowing which services to apply for Advice and information provided in a more personal way Information in local paper Professional provides a follow up Process benefits claims quicker More flexible hours covered for childcare More benefits Flexible jobs Improve the application process for benefits Transparency and information on Child Tax Credits More help with CVs and interviews Easier access to jobs information Computer & internet for whole of school life Education vouchers Funding for extra curricular activities Cheaper school uniform Discounts on insurance Help to access services More use of school facilities Getting colleges to visit Surestart Centres to provide information on college courses Help with budgeting Training Help parents to be volunteers Make breastfeeding more sociably acceptable Help improving my self-confidence Expensive childcare No access to private childcare Not enough after school activities for older kids Centres not well equipped (toy library) Not enough information about get fit schemes People who promote services don't know local detail Patronising public service The advice given can be hard to understand Don't know what I'm entitled to Price of food is too high Ludicrous extra fees if your late (ASC) Takes too long to get income support sorted out Changes in benefits/support can take up to 6 months to resolve Claiming back overpayments lands you in debt Cant afford to live together No incentive to return to work Financial support Information, advice and skills Parenting & childcare

37. Circles of Need® - all content is © Aperia 2009 Summary themes Financial support Information, advice and skills Parenting & childcare Economic security Appropriate Education Adequate nutritional food Note! There were health concerns but this is out of scope. Housing only for space for homework Map to Needs

38. Customer service journey

39. Information, advice & skills Circles of Need® - all content is © Aperia 2009

40. Parenting & childcare Circles of Need® - all content is © Aperia 2009

41. Financial support Circles of Need® - all content is © Aperia 2009

42. Services workshop Circles of Need® - all content is © Aperia 2009