1. Transforming our user insight
Chris Lines
Head of Communications
7 June 2016

2. Presentation - transformation
Starting points
Objectives
Users
Strategy
Implementation
Questions

3. Starting point – changing context
Society needs
Data is changing
User landscape is changing

4. Objectives – improving user satisfaction
Strategic objectives
Inform decision making
Support democratic debate
Improve communications
Communication objectives
Improve user satisfaction

5. Users – are all different
Policy makers )
Policy influencers )
Scrutinisers ) By issue and
Partners ) time
Decision makers )
Consumers )

6. Strategy – users at the centre
Clearer identity and narrative
Central to business planning
Central to governance
Dynamic issue based approach
Improved recording and measurement
Improved listening skills
Monthly reporting

7. Implementation – issue based
Identify issues
Identify users by interest and influence
Identify channels
Identify key players
Develop player skills
Monitor engagement
Review and repeat

8. Timescales – at pace Research over summer Branding by Christmas
Issue approach piloted from now
New approach embedded by April 2017
Channel changes next year

9. Questions Do you have comments on this approach?
How do we segment users?
What are the best channels for engaging users?
How can we work together?