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 increasing opportunities for youth involvement. The main project areas include ethnographic research, consultation with young people, and developing an engagement program. Customer insight tools are being used to better understand community needs and deliver joined-up, customer-focused services.

1. Customer Insight Workshop Engaging with Young People 10 TH March 2011 Patrick Goodison, Area Development Officer, Knowsley Council. David Ayre, Advisory Officer, Knowsley Council

2. What we intend to cover: The area and its issues. Introduction to our project. How we have used Customer Insight. Progress and key learning. Next steps.

3. SBV – What the future holds New supermarket Library Neighbourhood Centre/Youth Facility Improved landscaping and outside public areas Extended health centre School/Children’s Centre/Health Facility

4. Objectives for Youth Project Gain a deeper understanding of young peoples aspirations, values and behaviours. Use the information gathered to inform services, shape activities and stimulate behavioural change. Develop an engagement and support programme. Increase opportunities for young people to get involved and have their say. Improve relationships. Develop a community mentor training programme. Involve local community groups in the delivery of activities for young people. Prepare young people for the new facilities (opening between Sept 11 – April 12) Increase skills amongst young people and raise aspirations.

5. Main Project Areas STAGE 1 Ethnographic Research - ESRO STAGE 3 Engagement Programme to be Developed STAGE 2 Consultation with Young People

6. Customer Insight “ We must be relentlessly customer-focused. Many people want a single point of contact for a range of services. The public are not interested in whether their needs are met by Department X or Agency Y, they just want a good, joined-up service where X and Y talk to each other and share the information the public have provided. We should strive to meet this demand.” Sir Gus O’Donnell, Cabinet Secretary

7. What tools have we used?

8. What difference will they make?

9. Questions?