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Using Customer Insight to Understand Complex issues 10 th March 2010 Herefordshire Council’s Signposting Project Review Richard Beavan-Pearson – Assistant Director of Customer Services and Communications Louise Round – Corporate Project Manager
Herefordshire is situated on the western edge of the West Midlands on the border with Wales and covers approximately 842 square miles.
Geographically, Herefordshire is the 2nd largest unitary authority in England; in terms of population, it ranks 26th of these 46 unitary authorities.
The population is approximately 179,000 and is the 4th lowest population density of the 150 'top tier'* authorities in England.
About one-third of the population lives in Hereford City, a third in one of the 5 market towns and a third in rural areas.
We are the first authority in the country to bring the Council, Primary Care Trust & Hospital Trust under one Chief Executive in order to deliver more cost effective and efficient services to our citizens
The Challenge The County’s population has a considerably older age profile than that of England and Wales - 22.7% of the population is retired, compared with 18.5% nationally and there are fewer people of working age in comparison (58% compared to 61%). This all puts a huge strain on the finance & resources required by Adult Social Care to support older and vulnerable people in the County Population Forecasts (2006 based) Age Group 2011 2016 2026 0-14 28,100 27,200 27,000 15-59 98,600 97,100 89,900 60+ 55,700 62,100 76,700 Total 182,400 186,400 193,600
E-referral + Localised segmentation = Better outcomes for all
Signposting referral received by Police officer via SMS
Prior to visit Police Officer searches property’s UPRN to identify which segment they are aligned to.
Low property value
Council tax discount
On housing benefits
Low household income
Blue Badges, People helped in home, People contacted in relation to sign posting, Housing benefits, Single person discount, All benefits, Transfer payers, Leisure: Bowls, Leisure: LIFT Chronic lower respiratory diseases, Fractures