Service lists and customer insight

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Sheila and Mike describe data and tools for understanding customers and exchanging service intelligence in Local Government. The tools result shared the shared learning of Smart Cities partners.
Everything described is freely available online at www.esd-toolkit.eu for use online and download for local application.

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Service lists and customer insight

  1. 1. SMARTER CITIES SMARTER SERVICES Sheila Apicella and Mike Thacker 14 September 2011 Service lists and customer insight
  2. 2. What we have delivered <ul><li>esd-toolkit.eu </li></ul>Household profiles Predicted demand for services List of Local Gov services Functional groups
  3. 3. What we shall cover <ul><ul><li>What “standards” we publish </li></ul></ul><ul><ul><li>How standards help </li></ul></ul><ul><ul><li>Using standards to share customer insight across municipalities </li></ul></ul><ul><ul><li>What is delivered at esd-standards.eu </li></ul></ul>
  4. 4. The Service List <ul><li>One complete list: </li></ul><ul><li>http://id.esd-toolkit.eu/ServiceList </li></ul>Local Government Service List (LGSL) - England Norwegian Service List - Kommuneforlaget Scottish Service List (SSL)
  5. 5. Service Grouping by “Function”
  6. 6. Reasons to use a service list <ul><ul><li>Sharing resources, eg: guidance, content, generic forms, FAQs, etc </li></ul></ul><ul><ul><li>Joint intelligence from shared data (eg customer profiles) </li></ul></ul><ul><ul><li>Checking the completeness of your information systems </li></ul></ul><ul><ul><li>Doing things just once </li></ul></ul><ul><ul><li>Partnership working </li></ul></ul>
  7. 7. Standards.esd-toolkit.eu
  8. 8. Analysis of service demand in the UK <ul><li>Via esd-toolkit: </li></ul><ul><ul><li>51 UK municipalities have analysed </li></ul></ul><ul><ul><li>10,312,960 service transactions for </li></ul></ul><ul><ul><li>596 services , as defined in the Service List </li></ul></ul><ul><li>From this and commercial data gathered by Experian, we have predicted service demand for most standards Local Government functions across NSR. </li></ul><ul><li>Lieidal / Kortrijk is now also profiling to extend the intelligence </li></ul>
  9. 9. Understanding service demand Service 69 – Housing benefits
  10. 10. esd-toolkit.eu Insight pages <ul><li>Types of household living in each area of Europe / NSR </li></ul><ul><li>Likely service demand in each area </li></ul><ul><li>Guidance on the characteristics of each household type </li></ul>
  11. 11. High level citizen profiles
  12. 12. Concentrations of citizen types
  13. 13. More detail for NSR
  14. 14. Data by area Detail for Smart Cities partner municipalities
  15. 15. Detail for Smart Cities Municipalities
  16. 16. Characteristics of a group
  17. 17. Likely demand for each service
  18. 18. Description of service groups
  19. 19. Near neighbours - Edinburgh This is from UK esd-toolkit. It will be in the EU tools by 30 September 2011.
  20. 20. Further information <ul><li>[email_address] </li></ul><ul><li>[email_address] </li></ul><ul><li>[email_address] </li></ul>

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