1. Using Customer Insight to Understand Complex issues 10 th March 2010 Herefordshire Council’s Signposting Project Review Richard Beavan-Pearson – Assistant Director of Customer Services and Communications Louise Round – Corporate Project Manager

3. The Challenge The County’s population has a considerably older age profile than that of England and Wales - 22.7% of the population is retired, compared with 18.5% nationally and there are fewer people of working age in comparison (58% compared to 61%). This all puts a huge strain on the finance & resources required by Adult Social Care to support older and vulnerable people in the County Population Forecasts (2006 based) Age Group 2011 2016 2026 0-14 28,100 27,200 27,000 15-59 98,600 97,100 89,900 60+ 55,700 62,100 76,700 Total 182,400 186,400 193,600

5. Top Ten Signposting Services Used

6. Top Ten Referral Agencies

19. Localised segmentation – Group 10 County

20. Localised segmentation – Group 10 Locality

21. Localised segmentation – Group 10 Village

22. Localised segmentation – Group 10 Household Street Number Postcode Herefordshire Group 1 HR 4 8BP 1 8 HR 4 8BP 1 13 HR 4 8BP 1 7 HR 4 8BP 1 9 HR 4 8BP 6 14 HR 4 8BP 6 2 HR 4 8BP 6 11 HR 4 8BP 1 16 HR 4 8BP 1 3 HR 4 8BP 1 5 HR 4 8BP 1 6 HR 4 8BP 1 10 HR 4 8BP 1 12 HR 4 8BP 5 4 HR 4 8BP 5 15 HR 4 8BP 10

29. Any Questions? For further information please contact: - Richard Beavan-Pearson Email: [email_address] Louise Round Email: [email_address]