Master class of the online tools for better understanding of our citizens and their needs – Citizen insight

Date: 11th February 2013 10.30am-4.00pm

Venue: Local Government Association, Local Government House, Smith Square, London SW1P 3HZ

Click here for location map link to venue.

Booking arrangements:

This master class training day is FREE to subscribing organisations of the esd-toolkit programme.  If you belong to a subscribing organisation, see the upper right of this page where it will say "Subscribed" in brackets next to your organisation's name.

If you wish to subscribe then please contact us for details at esd-toolkit@local.gov.uk

This event is free to people from local authorities who subscribe to esd-toolkit, otherwise there is a £75 charge per person. If you would  like to check if your local authority is a subscriber to esd-toolkit please e-mail Alexandra.marshall@local.gov.uk

In the event of significant excess demand, we may have to limit the numbers of places available to each attending organisation. A fee of £75 per person will be charged for subscriber's free place reservations in the event that delegates do not attend without giving us at least 14-day written notice of their cancellation.

What is it?

There are many online tools and supporting functionality that can influence increased productivity in service delivery through tailoring to focus on specific local priorities and through a better understanding of the citizens you serve and their special needs and expectations.  This course will provide a sound, practical understanding of how to use these tools to best effect and get the most from your esd-toolkit subscription. 

The Customer Insight toolset gives you great access to segmentation data and maps uniquely all in one place that will support making policy decisions, designing efficient services around the needs of a locality and generating creative solutions.  These methods will not only save money but will also improve customer satisfaction.

Who should attend?

Local government officers and members with responsibilities for understanding the demographic make-up and the special needs of their region, particularly:

• Customer service managers and project team members
• Customer Support professionals requiring ‘hands on’ knowledge
• Business analysis and staff responsible for evidencing performance improvement

Objectives

You will see how you can learn more about your area and who lives there looking at various levels of geography from wards down to postcodes.  Understand where customers needing a service are most likely to live and the best ways to get in touch with them or how they prefer to contact you.

Compare the demographic make up of people living in your area with other LAs in your region, or of the same type, and understand which other LAs in the UK have a similar population to yours - a useful insight into performance and benchmarking.

See how you could, with a demographic data licence, understand more about who is using your services and where they live.  See if one service impacts on another and whether solving one problem can address other issues in the same area

Learning Outcomes

By the end of this course, delegates will be able to:

• Use a variety of demographic and population data to better understand their area
• Produce charts and graphs of their area demography
• Compare their profile with other LAs to benchmark and put performance into context and find out which other LAs are the closest match in terms of customer demography
• View maps to show how demographics might affect performance
• Identify suitable transactions and upload their own data to esd-toolkit  / understand how to analyse and interpret results (For those with a customer segmentation data licence)

Agenda