Programme details
09.45 Registration and refreshments
10.30 Chair’s welcome and introduction
- Lesley Seary, Chair, Local Government Customer Insight Forum and Executive Director of Customer Services, LB Lewisham
10.40 From broadcast to engagement
- Emer Coleman, Director of Digital Projects, Greater London Authority
11.00 Questions and discussion
11.10 How customer insight helps make informed decisions
- Councillor Jill Shortland, Vice Chair, LG Group Improvement Programme Board
11.30 Questions and discussion
11.40 Comfort break and move to workshops. Refreshments available in workshop rooms.
11.45 Workshops: Stream A. Customers Stream B. Issues Stream C. Tools and techniques
A1. Older people – how can customer insight improve the quality of life for older people and help them live independently
- Kevin Halden, Improvement Manager, Ageing Well Programme, LG Improvement and Development
- Claire Thompson, Policy, Partnership and Performance Manager, LB Havering
- Paul Hill, Service Transformation Manager, Scarborough Borough Council
A2. Younger people – how to use customer insight and social media to engage and work with younger people
- Craig Titterton, Improvement Advisor, LG Improvement and Development
- Patrick Goodison, Area Development Officer – Stockbridge, Knowsley Metropolitan Borough Council
- Noel Hatch, Project and Research Lead, Kent County Council
- Richard Jenkins, New Line Learning Academy (part of Kent County Council project)
- James Carroll, Evil Twins Design (part of the Swindon Borough Council project)
B1. Health – how can a joint approach to customer insight between the council and PCT improve health outcomes?
- Liam Hughes, National Advisor, Healthy Communities, LG Improvement and Development
- Deborah Gornik, Head of Early Intervention, Prevention and Partnerships, Blackburn with Darwen Borough Council
- Ged Greaves, Policy and Performance Manager, Newark and Sherwood District Council
C1. How to undertake ethnographic research
- Geeta Subramaniam, Head of Crime Reduction and Supporting People, London Borough of Lewisham
- Arseny Barkovskiy, Reducing Reoffending Officer, London Borough of Lewisham
12.30 How insight can help us design for different localities and help unlock resources
- Jennie Winhall, Senior Strategist, Participle
(Due to the use of images, the presenter does not have copyright rights to distribute the slides. See information on Circles and sign up to see the LIFE work at www.alifewewant.com)
12.50 Questions and discussion
1.00 Lunch and networking
1.45 Panel session – joining up customer insight to tackle complex issues
- Maggie Jones, Chief Executive, Children England
- Jayne Pascoe, Citizen Focus Programme Manager, National Policing Improvement Agency
- Dr Sunjai Gupta, Deputy Director of Public Health Strategy and Social Marketing, Department of Health
- Fiona Wood, Director of Research, Central Office of Information
- Facilitated by David Walker, Contributing Editor, Guardian Public
2.30 Conference summary and move to workshops
2.30 Workshops: Stream A. Customers Stream B. Issues Stream C. Tools and techniques
A3. Children – using customer insight to improve outcomes for children and high contact families
- Craig Titterton, Improvement Advisor, LG Improvement and Development
- Graham Cadle, Director of Customer Services, LB Croydon
- Esther Keen, Programme Manager, Suffolk County Council
- Lewis Etoria, Project Delivery Manager (Customer Insight), East Riding of Yorkshire Council
A4. Older people – using customer insight to develop innovative solutions that support older people to live independently
- Kevin Halden, Improvement Manager, Ageing Well Programme, LG Improvement and Development
- Dave Ostry, Research and Intelligence Officer, North Somerset Council
- Vicky Witts, Customer Information Officer, Chorley Borough Council
- Kris Boardman, Partnership Programme Manager, Lancashire County Council
B2. Economic development and worklessness – how to use customer insight to identify the barriers to employment that people face
- Sue Hinds, Worklessness Advisor, LG Improvement and Development
- Guy Giles, Operations Manager, Looking Local (Kirklees Council)
- Graham Hart, Economic Development Manager, Royal Borough of Kensington & Chelsea
C2. Social media portals – using social media to tackle climate change, support carers and engage migrant communities
- Ken Clemens, Policy and Campaigns, Age UK Cheshire (part of Cheshire East project)
- Jeff Bartley, Environmental Projects & Policy Manager, London Borough of Brent
- Tat Ruck, Consultant, Devon County Council
3.15 Workshops. Stream A. Customers Stream B. Issues Stream C. Tools and techniques
A5. Businesses – developing a customer insight approach to business customers
- Rita Booth, Strategic Director, Organisational Development, Lichfield District Council
- Helen Shore, Head of Business Investment and Marketing, Economic Growth and Regeneration, Central Bedfordshire Council
B3. Addressing community safety – how councils and police are using customer insight to tackle a range of crime including hate crime, violence against women and anti-social behaviour
- Jade Holvey, Domestic Violence Coordinator, London Borough of Lambeth
- Mark Rich, Partnership Co-ordinator, Plymouth City Council
C3. Joining up services for vulnerable customers through frontline referrals
- John Curtis, Director of Knowledge and Information Management, Merseyside Fire and Rescue Service
- Emma Higgins, Customer Insight Project Manager, Merseyside Fire and Rescue Service
- Richard Beavan Pearson, Assistant Director of Customer Services and Communication, Herefordshire Council
- Louise Round, Corporate Project Manager, Herefordshire Council
C4. Social media handheld technology – using handheld solutions to provide employment support and tackle health inequalities
- Fraser Henderson, Project Manager, North Lincolnshire Council
- Guy Giles, Operations Manager, Looking Local (Kirklees Council)
- Mulenga Kasoma, Social Media Apprentice, Central London Connexions (part of the LB Kensington & Chelsea IAG Mobile Project)
Refreshments available in workshop rooms
4.00 Conference close
