1. www.esd-toolkit.org supported by a local government initiative Improving together People and Places – the focus of public service delivery Midlands Innovation Roadshow 3 rd November 2010

2. supported by sharing nationally to improve services locally a local government initiative 2 Community Mapping: Datasets ACORN Groups/Types Age Deprivation Digital Exclusion Educational Attainment Employment Status Ethnicity Gender Health Household Composition Mosaic Next Generation Access/Status –45%, 75%, 90% OAC Groups/Types Tenure Web Attitude See link

3. supported by sharing nationally to improve services locally a local government initiative 3 Select Dataset Select Category Select Geography: MLSOA, LLSOA, Ward etc; Community Maps: Analysing the Landscape Select Area

4. supported by sharing nationally to improve services locally a local government initiative 4 Web Attitudes DeprivationDigital exclusion Birmingham

5. supported by sharing nationally to improve services locally a local government initiative 5 Housing Tenure Educational Attainment Digital Exclusion Birmingham

6. supported by sharing nationally to improve services locally a local government initiative 6 Birmingham Heat Map 1 in 6 neighbourhoods are in the top third of communities which suffer combined social & digital exclusion Initial analysis suggests close correlation with areas of social housing In some areas digital exclusion is likely to be involuntary & related to cost In other areas digital exclusion is more likely to be ‘voluntary’ & linked to lack of motivation & age Opportunity for BCC to evaluate the channels they use to communicate information about services to e- marginalised

7. supported by sharing nationally to improve services locally a local government initiative 7 Hanley Stoke - Nearly 1 in 5 of Stoke-on-Trent communities are deeply digitally & socially excluded -25% are broadly excluded, in the top 10% nationally for digital & social exclusion -- 31% of communities in Stoke-on- Trent are in the top 20% of the Index of Multiple Deprivation, so levels of deprivation are high by national comparison - SE/DE ‘hotspots’ are evident in Berryhill & Hanley East, Longton South. Weston & Meir North & Fenton Some correlation to areas of social housing in areas highlighted Stoke on Trent Heat Map

8. supported by sharing nationally to improve services locally a local government initiative 8 Malvern Hills 7% of communities broadly socially & digitally excluded BUT 18% classified as deeply digitally excluded (DE) & 24% broadly DE Upton Hanley, Chase, & Powick in the top 10% nationally for combined exclusion Other areas comparatively higher in SE/DE include Tenbury, Powick, Kempsey, Pickersleigh, Link & Ripple NB Dyson Perrins scores high for DE but stands out as a socially included area Great Malvern Malvern Hills Heat Map

9. supported by sharing nationally to improve services locally a local government initiative 9 NGA Access (45%) NGA Access (90%) Birmingham NGA Access (90%) Great Malvern Malvern Hills NGA=Next Generation Access

10. supported by sharing nationally to improve services locally a local government initiative 10 Solutions4inclusion

11. supported by sharing nationally to improve services locally a local government initiative 11 Putting it together Use the tools to create an initial SE/DE Audit for your Area – tell the local story and highlight key challenges Tap into local knowledge/expertise: build buy in & understanding across local partners Inform local service delivery, transformation agenda & communication strategy: target/prioritise services & resources Monitor & evaluate

12. supported by sharing nationally to improve services locally a local government initiative 12 Profile breakdown

13. supported by sharing nationally to improve services locally a local government initiative 13 Service profiling

14. supported by sharing nationally to improve services locally a local government initiative 14 Service profiling

15. supported by sharing nationally to improve services locally a local government initiative 15 Performance contextualisation Profile types Mosaic by ward Household composition by OA Concentration of lone parent families Hot/cold performance map Performance chart Map link

16. supported by sharing nationally to improve services locally a local government initiative 16 Customer Profiling - Examples Kettering – increase take-up of online forms Dudley – determine location of new contact centre Wear Valley – increase benefits take-up / shift council tax payments to direct debit Plymouth, Nottinghamshire & Durham – increase use of libraries Plymouth (new project) reduce anti-social behaviour Reading – target marketing for adult education Greater Manchester authorities – channel shift for bulky waste and e-mail campaign 41 LAs have profiled service transactions through esd-toolkit

17. supported by sharing nationally to improve services locally a local government initiative 17 Case Study – Nuneaton & Bedworth Using esd-toolkit profiling tools to target increase in direct debit take-up and close a cash office will potentially save Nuneaton & Bedworth £112K pa! Apply the same techniques and this could work for you......... Nuneaton & Bedworth were part of the Customer Profiling Phase II and have came back to us with some results. Their case study shows actual savings and is summarised in the report available from this link.this link. Nuneaton & Bedworth estimate: Total annual savings £112k. Plus new rental income of £25K pa (space where cash office previously located) Please note the costings used for this project did not use the esd-toolkit Cost Architecture methodology

18. supported by sharing nationally to improve services locally a local government initiative 18 Survey profiling - Plymouth

19. supported by sharing nationally to improve services locally a local government initiative 19 What a profile tells us The types of communities in your area Likely service demand Channels customer might use Likely service need Where to concentrate effort How to communicate with customers

20. supported by sharing nationally to improve services locally a local government initiative 20 Using Cost Architecture to identify avoidable contact efficiency savings and VFM Prioritise Services for Improvement or look at avoidable contact Service Review (current delivery) Cost Architecture (before costs) Improved service Reduced AC Channel shift Cost Architecture (After Costs) Cost Architecture (Calculated savings) VfM Savings Profile current users & channels Compare with area profile Service redesign against profiles

21. supported by sharing nationally to improve services locally a local government initiative 21 Further information Contacts: sheila.apicella@esd.org.uk mike.thacker@esd.org.uk peter.wrigley@esd.org.uk aly.murdoch@esd.org.uk tony.hinkley@esd.org.uk www.esd.org.uk www.esd.org.uk/brochures