1. www.esd-toolkit.org supported by a local government initiative sharing nationally to improve services locally Electronic Service Delivery Toolkit Customer Profiling Mike Thacker

2. supported by sharing nationally to improve services locally a local government initiative Using esd-toolkit for service improvement Targeted Marketing Targeted Resourcing Business case For Transformation Service Quality Analysis Cost to Serve Equalities Impact Assessments Shared Services - Evidence to Support Channel Optimisation Community Development Place-Shaping Local Data ESD Toolkit Local Data Customer Personal Data Household Profile Data Service Cost Model Transaction Costs Core Data Shared Benefits Local Benefits Projects database Community sites Forums BPI Best practice Benchmarking Standards Methodologies Community of support NeSDS Volumetrics

3. supported by sharing nationally to improve services locally a local government initiative Outputs in summary Data Ward level profiling data for all esd-toolkit subscribers ALL PC or Household data for participant who don’t have data Characteristics of profile groups ALL Software ALL Interoperability of profiling and volumes data Storage of data per LGSL/LGIL/LGChL/Profile group / Time period Reports and graphs for analysis Project resource sharing Cost calculator Consultancy Define service to be profiled, how and resources needed Guide on data collection and responsibility for passing it to project Report on data analysis findings and implications for LA strategy Generic reports on methodologies for profiling and channel shift ALL

4. supported by sharing nationally to improve services locally a local government initiative Profiling inputs and outputs Documented logic to establish standard approach

5. supported by sharing nationally to improve services locally a local government initiative Information gathering

6. supported by sharing nationally to improve services locally a local government initiative Use of standards LGSL - servicesLGIL – interaction types LGChL – channel types

7. supported by sharing nationally to improve services locally a local government initiative Co-operation with esd-suppliers 27 Consulting Anite Cape Clear Software Capita Casewise Cintra Civica Corelogic Esprit Experian IBS OpenSystems Lagan Liquid Logic Integration Practice Board Lynx Northgate OLM Group Open Objects Orchard Information Systems Peter Hyde Management Consulting rol Solutions Ltd SilverBear Team Netsol Tribal Group UK Villages Value Adding

8. supported by sharing nationally to improve services locally a local government initiative Services covered 766 services in total

9. supported by sharing nationally to improve services locally a local government initiative ‘Cleansed’ data

10. supported by sharing nationally to improve services locally a local government initiative Assigning LGSL references

11. supported by sharing nationally to improve services locally a local government initiative Data Collected With profiles:1,224,808 Without profiles:719,908 Not imported:824,268 Total categorised:2,768,984

12. supported by sharing nationally to improve services locally a local government initiative esd-toolkit features

13. supported by sharing nationally to improve services locally a local government initiative Citizen profile analysis View ward and output area profiles by maps Download profiles with attributes: –Income band –IMD ranking –6 different measures of health –Propensity to use different access channels –Responsiveness to different marking channels Compare with other (like) authorities

14. supported by sharing nationally to improve services locally a local government initiative Profiling maps Free ward level profiles maps and data for every subscribing authority. Drill down maps where more data licensed.

15. supported by sharing nationally to improve services locally a local government initiative Reporting and download

16. supported by sharing nationally to improve services locally a local government initiative LA profile comparison

17. supported by sharing nationally to improve services locally a local government initiative Profile type definitions

18. supported by sharing nationally to improve services locally a local government initiative Service improvement View the profiles of customers for each service and groups of services Compare customer profiles with those of other (like) councils Review service take-up over time to identify: –Seasonal variations –Channel migration

19. supported by sharing nationally to improve services locally a local government initiative Service profile upload and download

20. supported by sharing nationally to improve services locally a local government initiative Transaction profiles in tree

21. supported by sharing nationally to improve services locally a local government initiative Service profile

22. supported by sharing nationally to improve services locally a local government initiative Transaction analysis

23. supported by sharing nationally to improve services locally a local government initiative Cost modelling

24. supported by sharing nationally to improve services locally a local government initiative Cost modelling ‘What if’ on channel split

25. supported by sharing nationally to improve services locally a local government initiative Channel strategy Devise a channel strategy based on: –Savings achievable from channel shift –Propensity of customers to shift (given by their profiles) –Citizens not reached by current channels Choose marketing channels according to responsiveness of customers to each channel Locate contact centres where most needed according to citizen profiles

26. supported by sharing nationally to improve services locally a local government initiative Informing a channel strategy

27. supported by sharing nationally to improve services locally a local government initiative Guidance documentation

28. supported by sharing nationally to improve services locally a local government initiative Further information Support: support@esd.org.uk Profiling project: sheila.apicella@esd.org.uk