1. www.esd-toolkit.org supported by a local government initiative Improving together Organisational considerations when building insight functions Sheila Apicella

2. supported by sharing nationally to improve services locally a local government initiative Feedback Engagement (design) Service data Utilisation (analyse) Classification (groups) Segmentation (predict) CUSTOMER INSIGHT To close gap; prediction v reality Engage & involve; service redesign Expectations v predictions esd-tk CPP Consultation Satisfaction Journey Mapping NI14 esd-toolkit Data handling: Automated Reporting Granularity Analyses

3. supported by sharing nationally to improve services locally a local government initiative Steps to developing Customer Insight Baseline performance Identify services delivered by LA from LGSL Update Local tree View NIs through esd-toolkit mapped to local tree of services Identify areas for improvement (NI14 – will be able to profile NI14) Upload transactions Profile transactions Calculate costs to get an all round view and apply NI179 (VFM) Survey customers according to their preferences and social needs Consider organisational and information governance issues Apply gap analysis / focus on unexpected peaks or troughs Contextualise your performance Adjust and review Calculate savings / make improvements / plan interventions

4. supported by sharing nationally to improve services locally a local government initiative Pick n Mix Phase III

5. supported by sharing nationally to improve services locally a local government initiative New challenges on the horizon – lessons learnt Don’t profile for the sake of it – tell a story. Use it to confirm what you know, what you might suspect or find out something specific about your locality. Embed profiling into performance management as well as customer services

6. supported by sharing nationally to improve services locally a local government initiative New challenges on the horizon – Total Place esd-toolkit helps contextualise your performance against national averages Profile services grouped by National Indicators to support service delivery based on outcomes not outputs.

7. supported by sharing nationally to improve services locally a local government initiative New challenges on the horizon - Ethnicity maps

8. supported by sharing nationally to improve services locally a local government initiative New challenges on the horizon - EPDM (Effective Partnership Data Management) Precise characteristics eg smoker, recently widowed, acquired disability Apply predictive analytics to produce service/intervention plan Broad characteristics eg affluence, tenure, ethnicity, age band Predict needs and service demand from broad trends Composite profiles based on neighbourhood eg symbols of success, welfare borderline, urban intelligence Target services and channels by neighbourhood Personal data - EPDM OA & post code data - eg ONS Neighbourhood profiles - eg Acorn, Mosaic, OAC

9. supported by sharing nationally to improve services locally a local government initiative Any questions? Sheila Apicella esd-toolkit core project team 07769 692989 sheila.apicella@esd.org.uk Need help? support@esd.org.uk