1. www.esd-toolkit.org supported by a local government initiative Improving together Customer Insight / Key Info Joint Work Group Meeting Defining Customer Circumstance and Need, their relationship to life events and service requirements 14 July 2009

2. supported by sharing nationally to improve services locally a local government initiative Introductions Name Council / organisation Why are you here?

3. supported by sharing nationally to improve services locally a local government initiative Purpose of the day To define relationships between: –Circumstance * – types of customer –Needs * –Life events * –Services delivered –Outcomes * To (start to) define useful lists of these

4. supported by sharing nationally to improve services locally a local government initiative Agenda 10.00Introductions – All 10.10Purpose of the day and the Local Government Business Model (LGBM) - Mike Thacker, KI Lead 10.40Analysis of Needs - John O'Neill, Lancashire County Council and C I Chair 11.20Break 11.40LGBM as a System and Life Events - Tony Hinkley, CI Lead 12:10 Workshops: Achieving useful definitions of "Need" and "Circumstance" 13.00Lunch 13.30Workshops continued 14.00 Contextualised Customer Satisfaction and Customer Profiling update - Tony Hinkley, CI Lead 14.45Plenary on workshop conclusions 15.30End

5. supported by sharing nationally to improve services locally a local government initiative Local Government Business Model See What are all these lists?What are all these lists?

6. supported by sharing nationally to improve services locally a local government initiative LGSL : LGAL

7. supported by sharing nationally to improve services locally a local government initiative Tree views

8. supported by sharing nationally to improve services locally a local government initiative Service demand Service propensity from sample LAs Hot/cold map for any other LA

9. supported by sharing nationally to improve services locally a local government initiative Type of circumstance data 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

10. Data Sharing … Information Governance Authentication Authorisation Data Formats Will you look after the data that I share with you to the same rigour that I would? How do I know that you are you, and how do you know that I am me? What data do you want, why do you want it? Are we talking in the same language? Transport How will we exchange the data? Risk Assessment Data Quality Do I have the confidence to use this data? Semantics What does the data mean?

11. Why a model? Service Lists … Health - SNOMED Integrated Public Sector Vocabulary Education and Skills Thesaurus National Statistics

12. Condition

13. supported by sharing nationally to improve services locally a local government initiative PS Object Model – Condition 1 A Personal Circumstance is a type-of 'Condition' which means "a state at an instance which can be changed by an event or the passage of time" Dimensions of Personal Circumstance can be defined. The Public Sector Object Model has currently proposed: What ( or who ) you are associated with: * Relationship * Dependency * Employer How you feel: * Quality of life What you want: * Preference * Ambition What you are: * Physical Characteristic What you have: * Wealth * Health * Responsibility * Impairment * Employment status * Residency * Achievement ( e.g. Educational ) * Right ( e.g. a current Drivers License ) If Personal Circumstance were expressed using the same language as 'eligibility' for 'services', it should be possible to propose which services are relevant for given set of Personal Circumstances.

14. supported by sharing nationally to improve services locally a local government initiative PS Object Model – Condition 2 From information on circumstances, an algorithm could produce a Public Sector defined view of: * The Needs of an Individual * The Well Being of a Community For each of the concepts in the dimensions of Personal Circumstance, a set of specific attributes can be proposed, preferably by the government sector that owns the concept. An attribute can be given a value for an individual 'person'. e.g. Wealth * Earned Income * Savings * Unearned Income Similarly, for each attribute, a segmentation can be proposed for use with Statistical data. * e.g. Earned Income up to £12,000, 12,000 to 20,000, 20,000 to 30,000 and so on

15. supported by sharing nationally to improve services locally a local government initiative Outcome Customer circumstance ServiceOrganisation DeliversChanges To achieve Local authority PCT Transport authority Police service Fire & rescue Care at home Stopping smoking Recycling Street care Bus services Adult health and wellbeing Environmental sustainability Independent living Rate of smoking % of waste land-filled Cleanliness of streets Modes of school transport Business improvement Efficient delivery of value adding services to achieve defined outputs Customer insight Understanding customers and changes necessary to achieve outcomes Performance management Maximising changes in customer circumstances in line with strategic objectives via optimum use of resources Examplesesd-toolkit themes LGBM Overview

16. supported by sharing nationally to improve services locally a local government initiative ServiceOrganisation PowerDuty Legislation Delivers Has Arises from RequiresAllows Partners with Is part of Who delivers what?

17. supported by sharing nationally to improve services locally a local government initiative ServiceOutput Are part of Process Service interaction Channel Organisation WorkerResource Record Employ Procure Acts as Consume Documented by Has Transacted via Produce Business Improvement Legislation Defines requirements for Delivers

18. supported by sharing nationally to improve services locally a local government initiative Customer Addresses Customer Insight Circumstance Need Output Service eligibility Service Channel Implies Eligible for Has Defines Changes Outcome Measured by change in Has Indicates preference for Event Changes PersonOrganisationCommunityPlace Customer role

19. supported by sharing nationally to improve services locally a local government initiative Implications Need: Is implied by circumstances Is addressed by service outputs Circumstance: Belongs to a customer (person, place, organisation, …) Implies needs Defines service eligibility Implies a channel preference Is changed by events (including the passage of time) Provides a measure of outcomes

20. supported by sharing nationally to improve services locally a local government initiative Workshops A.Need B.Circumstance

21. supported by sharing nationally to improve services locally a local government initiative Candidate lists See spreadsheetspreadsheet

22. supported by sharing nationally to improve services locally a local government initiative A. Need 1.What is the relationship between: a.Need and circumstance? b.Need and services delivered? 2.What needs apply to: a.People? b.Organisations (businesses, other ‘agencies,…)? c.Communities? d.Places? 3.What circumstances are most important in understanding need?

23. supported by sharing nationally to improve services locally a local government initiative B. Circumstance 1.What is the relationship between: a.Circumstance and services delivered? b.Circumstance and need? c.Circumstance and outcomes? 2.What categories of circumstance apply to: a.People? b.Organisations (businesses, other ‘agencies,…)? c.Communities? d.Places? 3.What circumstances are most important to understand to improve outcomes?