A1 claire thompson
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The document summarizes a consultation project conducted by Havering Council to engage with vulnerable older residents about council services. It targeted residents over 65 from a specific customer segment identified as most in need of support, using a bespoke customer segmentation tool. The project involved household visits by volunteers to 1235 residents, identified 564 basic needs, and resulted in 2824 requests for services or information. Key outcomes included identifying unclaimed benefits, increased skills for volunteers, and high customer satisfaction. Lessons learned centered on refining questionnaires and referral processes.
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The document discusses a partnership project between several local authorities in the West Midlands called Business Matters that aims to improve services for businesses. The project seeks to develop a comprehensive view of how local authorities interact with businesses by better understanding customer needs through segmentation and insight into businesses' life stages. A survey of newly established businesses found the customer experience of local authority services was poor, with a lack of visible and clear offerings. Next steps discussed include continuing the work with local enterprise partnerships and regulators to better target businesses using insight and improve data sharing between organizations.
B2 graham hart
The document discusses a project to better understand the employment support needs of long-term incapacity benefit claimants in central London and identify opportunities to coordinate support across boroughs. It aims to gain insight through interviews and focus groups with claimants, providers, and commissioners. The methodology includes observing client interactions, conducting in-depth interviews and focus groups, and testing the use of social media to engage claimants. The goals are to share understanding of needs, explore using new media, and find ways to rationalize support across central London.
A4 kris boardman
The project aimed to identify vulnerable people across Lancashire and provide services to improve their customer experience and reduce long-term costs. Customer insight identified the top demographic groups and their typical profiles. Face-to-face engagement found that most experience issues due to accident or illness, learn about services from family and friends, and want telephone contact. Services provided through outbound calling included home fire safety checks, welfare benefits assistance, blue badges, help directories, and prescription deliveries, helping over 15% for some services.
A4. kevin halden
The Ageing Well Programme aims to support local authorities in preparing for an aging society by developing places where older people can live well. It provides intensive support to 6 top-tier councils in each region, including peer reviews, leadership training, and help developing local solutions. The program involves older people to understand their needs and priorities, takes a whole-system approach, and promotes prevention, volunteering, and community engagement to support independent living for older adults.
A3 lewis etoria
The document outlines an approach taken by Bridlington Children's Trust Board to better understand and address child poverty in the area. They used tools like OBA, customer segmentation, and data analysis to understand issues from the perspectives of families in poverty. This identified characteristics of poverty that challenged how services were delivered. It provided recommendations to clarify governance, reduce duplication, better target preventative services, and improve support for families through parenting services and community groups.
C2 tat ruck
The Devon Grapevine is a social media network created to engage Black and Minority Ethnic (BME) communities in Devon following a community safety mapping project. The Grapevine has 174 members including 29 groups and organizations who have contributed 39 videos, 101 photos, and over 150 blog posts, creating new connections between individuals and groups. Lessons learned include starting small, building on existing connections, attending community events, and having administrators connect and engage members.
A2 patrick goodison and david ayre
The document summarizes a customer insight workshop focused on engaging with young people in Knowsley, England. It outlines the project's goals of understanding young people's values and behaviors, using that information to shape services and activities, and preparing young people for new community facilities. The main project areas include ethnographic research, consultation with young people, and developing an engagement program. Customer insight is highlighted as being important to provide joined-up, customer-focused services.
A2 james carroll
The document discusses promoting positive activities for 13-19 year olds in Swindon Borough Council through developing online tools. It will use customer insight and social media to engage young people. It will take a co-production approach using focus groups, surveys, and coaching to understand what young people want. The tools will be developed and owned by young people to increase participation in positive activities.
A1 paul hill
The document discusses a customer insight study conducted by the Connect Partnership to better understand the needs and experiences of older people in accessing public services. Focus groups identified largely negative perceptions of public services but positive views of individual interactions. Participants hoped to remain independent and in their own homes but feared losing mobility and care support. The study aims to pilot a more integrated referral process across agencies to improve prevention services for at-risk older adults and reduce unnecessary health costs.
More from amandajaynes (15)
A1 claire thompson
- 1. Claire Thompson Corporate Policy & Community Manager 10 March 2011 The Havering Over 65s Consultation Project
- 4. Havering’s Customer Segments Havering Segment Count of Households Percentage of Households Group A 6,872 7.36% Group B 16,445 17.61% Group C 10,724 11.48% Group D 7,946 8.51% Group E 7,075 7.58% Group F 5,692 6.10% Group G 15,962 17.09% Group H 1,744 1.87% Group I 14,686 15.73% Group J 6,240 6.68%
Editor's Notes
- CT DD take up – hard to reach We can profile our current PP holders to identify who may channel shift and how to communicate. Can do the same for green waste Green waste – could also identify which segments may be interested in signing up to the scheme – who, where, how Benefit take up – although not a CS transformation work stream we can use CI to identify groups who may not be claiming the benefits they are entitled too – similar to older peoples project. End, questions