How customer insight helps us make informed decisions presentation


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How customer insight helps us to make informed decisions.
Councillor Jill Shortland

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How customer insight helps us make informed decisions presentation

  1. 1. How customer insight helps us make informed decisions Cllr Jill Shortland Vice Chair LG Improvement Board 10 March 2011
  2. 2. <ul><li>The context </li></ul>
  3. 3. Government priorities <ul><li>Deficit Reduction </li></ul><ul><li>Localism </li></ul><ul><li>Self Regulation & improvement </li></ul><ul><li>Big Society </li></ul>
  4. 4. Deficit Reduction <ul><li>Toughest finance settlement in living memory </li></ul><ul><li>Councils face tough choices about the services they provide </li></ul>
  5. 5. <ul><li>“ This is the toughest local government finance settlement in living memory. A few councils have seen a reduction in the money they receive from the Government of up to 17% in the first year. As a result councils face a total funding shortfall of £6.5 billion over the next year. </li></ul><ul><li>We have been clear that the level of spending reduction that councils are going to have to make goes way beyond anything that conventional efficiency drives, such as shared services, can achieve. We have to face the fact that this level of grant reduction will inevitably lead to cuts in services’’. </li></ul><ul><li>Baroness Margaret Eaton, Chairman of the Local Government Association </li></ul>
  6. 6. Localism <ul><li>Opening up and transforming public services by: </li></ul><ul><li>Lifting the burden of bureaucracy </li></ul><ul><li>Empowering communities to do things their way </li></ul><ul><li>Increasing local control of public finance </li></ul><ul><li>Diversifying the supply of public services </li></ul><ul><li>Opening up Government to public scrutiny </li></ul><ul><li>Strengthening accountability to local people </li></ul>
  7. 7. Self regulation and improvement <ul><li> &quot;Councils are accountable to their local residents, not central government departments. Ultimately they will be judged by how effectively they deliver services, rather than whether the right boxes have been ticked on a Whitehall bureaucrat’s template form. &quot; </li></ul><ul><li>Cllr David Parsons, </li></ul><ul><li>Chairman of the LG Group Improvement Board </li></ul>
  8. 8. Big Society <ul><li>Transferring power, assets, resources and decision-making down to grass roots communities </li></ul><ul><li>Encouraging community activism and creating opportunities for voluntary groups to develop and succeed – as well as to ensure accountability to the community for taxpayers’ money spent locally </li></ul>
  9. 9. <ul><li>Our challenge </li></ul>
  10. 10. Evidence based decision making <ul><li>We require data and information that is robust and reliable </li></ul><ul><li>That reflects the real experiences and make-up of our communities </li></ul><ul><li>That combines the ‘intelligence’ of all the agencies working for that community </li></ul>
  11. 11. Understanding our citizens & communities <ul><li>Who our customers are as individuals – the make up of the local population and their needs and ‘profiles’ </li></ul><ul><li>What the area is like – the issues and challenges local people face as well as the assets and resources of all the partners operating in this area </li></ul><ul><li>Their ambitions and appetite for engagement and how they can help shape their own outcomes </li></ul>
  12. 12. Our expertise <ul><li>We know our communities and are working with </li></ul><ul><li>them to reshape local services including: </li></ul><ul><li>Using customer insight - the Customer Led Transformation programme and the case studies we will see here today </li></ul><ul><li>Developing new models of delivery including shared services, social enterprises & mutuals </li></ul><ul><li>Community budgets pilots </li></ul><ul><li>Capital and asset pathfinders </li></ul>
  13. 13. Our priorities <ul><li>All the organisations in the place need to communicate </li></ul><ul><li>and share their resources in order to: </li></ul><ul><li>engage with and understand the needs and aspirations of their local communities to meet these whilst being open & accountable </li></ul><ul><li>join up and simplify processes supporting citizens & communities removing duplication and unnecessary interventions </li></ul><ul><li>target scare resources to make the greatest impact and enable self service where appropriate </li></ul>