The document discusses how customer insight helps local governments make informed decisions in the current context of deficit reduction, localism, self-regulation and improvement, and the Big Society initiative. It notes that governments face tough funding cuts, requiring services cuts beyond efficiency measures. Local governments need robust, reliable data that reflects communities to make evidence-based decisions. They must understand their citizens and communities, including demographics, needs, challenges and assets to shape outcomes. Local governments have expertise in using customer insight programs and new models like shared services and social enterprises. Their priorities are to communicate, share resources, engage communities, simplify processes, target scarce resources and enable self-service.

1. How customer insight helps us make informed decisions Cllr Jill Shortland Vice Chair LG Improvement Board 10 March 2011 www.local.gov.uk