Transforming our user insight Chris Lines Head of Communications 7 June 2016

Presentation - transformation Starting points Objectives Users Strategy Implementation Questions

Starting point – changing context Society needs Data is changing User landscape is changing

Objectives – improving user satisfaction Strategic objectives Inform decision making Support democratic debate Improve communications Communication objectives Improve user satisfaction

Users – are all different Policy makers ) Policy influencers ) Scrutinisers ) By issue and Partners ) time Decision makers ) Consumers )

Strategy – users at the centre Clearer identity and narrative Central to business planning Central to governance Dynamic issue based approach Improved recording and measurement Improved listening skills Monthly reporting

Implementation – issue based Identify issues Identify users by interest and influence Identify channels Identify key players Develop player skills Monitor engagement Review and repeat

Timescales – at pace Research over summer Branding by Christmas Issue approach piloted from now New approach embedded by April 2017 Channel changes next year

Questions Do you have comments on this approach? How do we segment users? What are the best channels for engaging users? How can we work together?