Your SlideShare is downloading. ×
Lambeth violence against women and girls customer insight project
Upcoming SlideShare
Loading in...5

Thanks for flagging this SlideShare!

Oops! An error has occurred.


Saving this for later?

Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime - even offline.

Text the download link to your phone

Standard text messaging rates apply

Lambeth violence against women and girls customer insight project


Published on

Published in: Education

  • Be the first to comment

  • Be the first to like this

No Downloads
Total Views
On Slideshare
From Embeds
Number of Embeds
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

No notes for slide


  • 1. Lambeth Violence Against Women and Girls Customer Insight Project
  • 2. Background
    • Current guidance from central and regional government is that DV should be considered alongside other forms of gender based violence:
      • Mayor of London’s strategy “The way forward. A call for action to end violence against women and girls”
      • Coalition Government’s publication “Call to End Violence against Women and Girls” strategic narrative– November 2010 with a full Strategy due on 8 March 2011
    • There are 8 strands that make up the Violence against Women and Girls agenda:
      • domestic violence
      • sexual violence
      • stalking
      • trafficking
      • prostitution
      • female genital mutilation
      • forced marriage
      • crimes said to be committed in the name of ‘honour.’
  • 3. Project Aims
    • Feedback from service users to inform our VAWG strategy and service planning commissioning.
    • Based on the ‘tell us once’ principles, aim to reduce the number of ‘ineffective’ contacts that victims of violence have to make before getting the services they need.
    • To seek the views of women, stakeholders and partners to establish whether a “one stop VAWG service” model should be developed in Lambeth.
    • Increase our understanding of any unmet needs/gaps in service-address these through service commissioning i.e. what services do women want/where/when/how.
    • To determine what an effective communications strategy would look like i.e. who should we target/ where should target.
  • 4. Customer Insight tools
    • Cognitive interviewing techniques-one to one sessions
    • Focus groups -including customer journey mapping
    • Use of creative workshops to engage women i.e. personal safety training and building self esteem sessions
    • Distribution of 2000+ post cards
    • Street based interviews
    • World Café-service user and service provider
    • Stakeholder interviews
  • 5. Achievements
    • Focus Groups
      • 14 focus groups held
      • both general (open to all women) and specific (for specific groups of women)
      • Specific groups that have taken place include traveller women, women involved in prostitution, BAMER women, young women and women who have experienced domestic violence
      • 65 women have attended focus groups
    • Individual interviews
      • conducted with service users who did not want to be part of a focus group
      • 15 women have attended these interviews
    • Post card distribution
      • In order to obtain a large amount of information from women about their ideal service, 2,200 self-addressed postcards have been printed and distributed to a variety of services including GPs, specialist VAWG services, libraries, mother and toddler groups, and housing offices.
  • 6. Service User World Café
    • Informal café style approach
    • 32 women attended and focused on:
    • Customer journey mapping- designed to map women’s help-seeking, who they disclosed to and referrals that arose from these disclosures (positive/negative)
    • Groups discussions about experiences of accessing help, the key messages they wanted service providers to hear and to outline their vision of a world where everyone was committed to helping end VAWG
    • Additional creative activities took place to further capture feedback:
      • Postcards: the printed postcards were filled out by attendees
      • T-shirts and posters: women were asked to think of a design and/or slogan to raise awareness of violence against women and girls
      • Dear Sister: women were invited to write a letter to a woman who was suffering as she was, with the purpose of offering some words of comfort and support
  • 7. Service Provider World Café
    • 35 professionals attended the service provider world café.
    • Feedback from the service users was provided and professionals were then asked to consider:
      • What can you / your agency contribute towards monitoring and evaluating the impact of Lambeth VAWG strategy? What would success look like? What indicators should there be?
      • What would an effective VAWG communications strategy look like? Who would be the target audiences? What might the key messages be?
      • What responsibility can your agency take regarding women with chaotic / complex lives?
  • 8. Involving the Police
    • Police are seen by women as one the main agencies that can “stop the violence”
    • During customer mapping when asked what agency “made the difference” a large percentage said the Police
    • Feedback highlights that a negative experience of a Police response in another borough has an impact on whether women would report a crime in Lambeth
    • CI feedback report will be provided to the Metropolitan Police Authority (MPA) to inform future practise
  • 9. Embedding the CI project in our strategic approach and future plans
    • CI feedback is incorporated in the Lambeth VAWG strategy-strategy to be launched April 2011
    • Plans to commission a “one stop” VAWG service delivery model-unmet needs/gaps addressed in proposed commissioned model
    • Operational challenges fed back to VAWG strategic group and agency leads in order to improve service delivery-statutory services in particular
    • Lambeth VAWG conference
  • 10. Contact details
    • Jade Holvey
    • Domestic Violence Coordinator
    • Community Safety Service
    • London Borough of Lambeth
    • Email: [email_address]
    • Phone: 020 7926 4877