1. www.esd-toolkit.org supported by a local government initiative improving together Customer Profiling Update and realising the benefits of profiling

2. supported by improving together a local government initiative Who has taken part in CPP so far PI LAs 1.Chorley BC 2.East Northants Council 3.Lancashire CC 4.LB Enfield 5.LB Havering 6.LB Lewisham 7.LB Redbridge 8.LB Waltham Forest 9.Luton BC 10.Mendip DC 11.NE Derbyshire DC 12.Wokingham BC PII LAs 1.Birmingham City Council 2.Dudley MBC 3.Kettering BC 4.Nottingham CC 5.Nuneaton & Bedworth 6.Rossendale BC 7.Stevenage BC 8.Tameside MBC 9.Wear Valley DC

3. supported by improving together a local government initiative PIII Pick n Mix sign ups 1.Birmingham City Council 2.Calderdale Council 3.Durham Unitary 1.Durham County Council 2.Durham City Council 3.Easington District Council 4.Teesdale District Council 5.Sedgefield Borough Council 6.Derwentside District Council 7.Chester-le-Street District Council 8.Wear Valley 4.Fenland District Council 5.Greater Manchester Association 6.Kingston Upon Thames Council 7.Nottinghamshire County Council 8.Norfolk County Council 9.Plymouth City Council 10.Reading Borough Council 11.Rugby Borough Council 12.South Lakeland District Council 13.South Norfolk District Council 14.Suffolk Coastal District Council 15.Three Rivers District Council 16.West Somerset Council

4. supported by improving together a local government initiative Snapshot of PIII LAs Calderdale - order not received Durham Unitary - have created unitary tree and now preparing data for import Fenland - Considering whether they need training or consultancy to get started Greater Manchester Association - data imported and draft report now being prepared Kingston-upon-Thames - had half day training, another half day to be arranged. (We need to make it clear this is only an option for LAs within reasonable distance so does not use 2 (or more) full working days.) Norfolk County Council - currently reviewing systems to provide data Nottinghamshire County Council - currently extracting libraries data for import

5. supported by improving together a local government initiative Snapshot of PIII LAs Plymouth City Council - have had training Reading Borough Council - training date under discussion (late Feb or early March) Rugby Borough Council - training arranged for 2nd February South Lakeland District Council - training date under discussion (late Feb.) South Norfolk District Council - waiting for LA to provide training dates Suffolk Coastal District Council - have had training Three Rivers District Council - waiting for LA to provide training dates West Somerset District Council - have had training and are now reviewing their tree and data

6. supported by improving together a local government initiative What some of the PIII LAs say... Rugby - PIII Tim Anderson – Norfolk - PIII Nancy Corbin – Calderdale DC - PIII

7. supported by improving together a local government initiative What one of PII LAs say... Dawn Keeley - Dudley Metropolitan Borough Council

8. supported by improving together a local government initiative Customer profiling – Realising the benefits - nuggets Elderly customers were using disabled bus passes rather than elderly person pass High take up of “freebees” from affluent groups / low take up from those who need them!! Low library usage was to be expected from certain groups but some surprises High level of face to face transactions where profile indicated other channels Rural communities ‘missing out’ High usage of ‘post’ channel – at high cost Low take up of on-line services – predominant groups who would be unlikely to use web.

9. supported by improving together a local government initiative Existing Features Who lives where?

10. supported by improving together a local government initiative Existing Features Profile group and type characteristics

11. supported by improving together a local government initiative Existing Features Address ‘matching’ with service records to profile customers

12. supported by improving together a local government initiative Existing Features Profiles by service, interaction and channel

13. supported by improving together a local government initiative Existing Features Compare actual customer profile with profile of potential customers

14. supported by improving together a local government initiative Existing Features Making a case for encouraging channel-shift esd-toolkit lets perform “what if” calculations

15. supported by improving together a local government initiative Pick n Mix PIII Extra help? Commissioned training and support to help fill resource gaps Pick ’n Mix

16. supported by improving together a local government initiative CRM Data Capture Automation of CSV upload in consultation with LAs and CRM vendors Migration to XML and web services Shared functionality with volumetrics and NI14 where possible

17. supported by improving together a local government initiative Customer Profiling Project findings report CPP “A snap-shot of the findings”A snap-shot of the findings Report analysing customer profiles for Public Libraries Recycling Refuse Data from 19 esd-toolkit CPP authorities Implications for related National Indicators Now available for subscribers

18. supported by improving together a local government initiative Near neighbours by profile Near neighbours by profile report New feature

19. supported by improving together a local government initiative Near neighbours by profile Profile comparison report – near neighbours selection New feature

20. supported by improving together a local government initiative Near neighbours by profile Interactive map

21. supported by improving together a local government initiative Near neighbours by profile Interactive map

22. supported by improving together a local government initiative Understanding ethnicity Where do different groups live? Map 1Map 2

23. supported by improving together a local government initiative Web channel service profiling Web profiling of Local Directgov web statistics New feature

24. supported by improving together a local government initiative Web channel service profiling Web profilingWeb profiling of Local Directgov web statistics New feature

25. supported by improving together a local government initiative Things to come Anything else? Propensity graphs for services and groups of services Hot and cold maps

26. supported by improving together a local government initiative See who your nearest neighbours are by their similarity to the groups and types within your LA - Live Customer Profiling - features recently live

27. supported by improving together a local government initiative Customer Profiling - features recently live Display of street and town information on maps – Live Web Profiling webcast - LiveWeb Profiling webcast Case studies from CPP participants to be published on Customer Profiling community pages - Live / OngoingCase studies

28. supported by improving together a local government initiative Customer Profiling – coming soon Annotating maps - Late February LA maps of ethnicity - Late February Maps of whole LA at output area level – late February Baskets of services – late February Service profile propensity graphs - local and national - Early March Propensity graphs for groups of services (tree branch level) - Early March Hot and cold maps (potential customers for a service) - Early March

29. supported by improving together a local government initiative Contextualised benchmarking and using profiling to evidence your performance NI 192 - Percentage of household waste sent for reuse, recycling and composting Profiles of service requests for: Garden waste Recycling sites How do these compare with the profiles of our residents? Is my authority more or less likely to recycle? Are we outperforming expectations?

30. supported by improving together a local government initiative Further Information Contact: Sheila Apicella – core project team lead esd-toolkit Customer Profiling work package Tel: 07769 692989 sheila.apicella@esd.org.uk See: www.esd.org.uk/Profiling/