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My Norfolk

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My Norfolk...

My Norfolk
Interactieve digitale diensten in Norfolk County.
Tim Anderson is verantwoordelijke voor de digitale dienstverlening in Norfolk County in Groot-Brittannië. Hij brengt het verhaal over My Norfolk, een samenwerkingsverband van overheid- welzijns en andere diensten die samen interactieve digitale diensten willen verzorgen in Norfolk. (Deze sessie is in het Engels) www.my.norfolk.gov.uk

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My Norfolk My Norfolk Presentation Transcript

  • Personalised Services Tim Anderson Policy and Performance Team
  • What are personalised Services?
      • Someone is given access to the services that fit their needs in their particular circumstances
      • That access does not depend on them knowing what they need or what is available
  • What are the building blocks?
    • What services are available?
    • Who are the customers?
    • Who needs what services?
    • Matching service information to customers
    • Mapping services
  • Why Personalise Services?
    • Policy Drivers:
      • Transformational Government – efficiency and better customer services via e-Government
      • Closer to Communities – helping communities take control of their own future – need information to do it
    • Research – people want to know what is available to meet their needs but not the structure of who does what
  • Example – Losing your job through an accident
    • Employment advice
    • Training advice
    • Benefits advice
    • Counselling
    • Health advice – including assistive technology
    • Alternatives – volunteering, community work
  • Services (product catalogue)‏ channel back office midware channel Monitoring efficiency (organisational view)‏ Monitoring effectiviness and impact (holistic view on policy impact)‏ transformation Process descriptions personalization localisation autentification Service development Customer profiling Channel choice Policy Academic research: How? What? Why?
  • Know Your Customers Know Your Service Re/co-design Services Marketing the Service Evaluate the change Who are your customers?          Mosaic profiling against CRM What services are you delivering?          Volumes from CRM and other operational databases How would customers like to change services? processes?          Qualitative consultation and co-design workshops What is the best message to change behaviour?          E-Citizen and other qualitative/quantitative research based on Customer Profiles What are the measures of success?          NI’s? Cost? Satisfaction? Takeup? Carry out benefit mapping Where are Your Customers?          NDO mapping of CRM and MOSAIC profiling What are the volumes and costs over different channels?          Esd toolkit mapping tools linked to CRM etc data and NI14 analysis What are the most cost effective delivery channels?          Analysis of esd data but also commissioning cost benefit analysis Who should the message be given to?          MOSAIC customer profiling What are the benchmarks – over time and compared to others?          Benefit mapping and benchmarking against indicators What do your customers want/need?          Survey data, data analysis and research What are the common processes?          Process mapping linked to Front Door etc Are there better service delivery processes?          Best practice analysis and as above What are the best channels for the message?          MOSAIC customer profile info What is the measurable change?          NDO and other tool time series analysis What services do they need/receive from others?          MOSAIC profiling, Customer Insight, Circle of Need/life episodes etc Who else is delivering services?          Service Directory info How should services be bundled?          MOSAIC profiling, Customer Insight, Circle of Need/life episodes etc How do you know if the message has been received and acted on?          Baseline and follow up research What are the outcomes?           
  • Know Your Customers: Norfolk Data Observatory
    • Data sets:
      • Census and updates - national
      • Health - national and local
      • Education and skills – national and local
      • Employment and benefits – national and local
      • Crime – local
      • Activities etc – local – e.g. Active People
      • Surveys – local – e.g. Citizen’s Panel, Tellus
  • In detail: Great Yarmouth
  • Map of Life Expectancy in Norfolk Life expectancy
  • Know Your Customers: Mosaic
    • Using national research and commercial data to create profiles of types of people and families
    • Using that to map people living in an area
    • Additional information about the group – what they read and watch, what they eat, health, views etc
  •  
  •  
  • Esd toolkit – Customer Profiling
    • Profiles by service, interaction and channel
  • Market Research and Consultation
    • Citizen’s Panel
    • Citizen’s Panel on NDO
    • Your Norfolk, Your Say
      • Partner online consultations
      • Past consultation results and analysis
      • Will have links to NDO
  • Know Your Customers Know Your Service Re/co-design Services Marketing the Service Evaluate the change Who are your customers?          Mosaic profiling against CRM What services are you delivering?          Volumes from CRM and other operational databases How would customers like to change services? processes?          Qualitative consultation and co-design workshops What is the best message to change behaviour?          E-Citizen and other qualitative/quantitative research based on Customer Profiles What are the measures of success?          NI’s? Cost? Satisfaction? Takeup? Carry out benefit mapping Where are Your Customers?          NDO mapping of CRM and MOSAIC profiling What are the volumes and costs over different channels?          Esd toolkit mapping tools linked to CRM etc data and NI14 analysis What are the most cost effective delivery channels?          Analysis of esd data but also commissioning cost benefit analysis Who should the message be given to?          MOSAIC customer profiling What are the benchmarks – over time and compared to others?          Benefit mapping and benchmarking against indicators What do your customers want/need?          Survey data, data analysis and research What are the common processes?          Process mapping linked to Front Door etc Are there better service delivery processes?          Best practice analysis and as above What are the best channels for the message?          MOSAIC customer profile info What is the measurable change?          NDO and other tool time series analysis What services do they need/receive from others?          MOSAIC profiling, Customer Insight, Circle of Need/life episodes etc Who else is delivering services?          Service Directory info How should services be bundled?          MOSAIC profiling, Customer Insight, Circle of Need/life episodes etc How do you know if the message has been received and acted on?          Baseline and follow up research What are the outcomes?           
  • Examples
    • www.norfolkdata.net
    • www.direct.gov.uk
    • www.esd-toolkit.org
    • www.norfolk.gov.uk
    • http://local.civicsurf.org.uk/norfolk
  • Localisation
    • Communities in Control
      • Bottom up – communities own ideas about their future
      • Building capacity – giving them the information they need to decide
  • The Truth is Out There
    • Norfolk Data Observatory
    • Your Norfolk Your Say
    • Committee papers
    • Planning Portal
    • ICON
    • But....
      • Lots of different sites
      • Can be hard to find
      • Not always interactive
  • How do you find it?
    • GIS – Where I Live, Norfolk Data Observatory, Google Maps
    • Mash Ups – Community Profile
      • Official Sites
      • Social media – blogs, facebook etc
      • Private sector – news media, Directories, Google maps
  • Examples
    • www.norfolk.gov.uk
    • www.norfolk.gov.uk/icon
    • http://local.civicsurf.org.uk/norfolk