In interesting introduction from LGID’s Craig Titterton outlining the national context for work with younger people Patrick Goodison, area development officer for Stockbridge Village, delivered a presentation on how Knowsley MBC are using ethnographic research to gain a deeper understanding of young people’s aspirations, values and behaviours. This will help them deliver services such as [...]
Written on March 10, 2011 | Posted in
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Lesley began by outlining the body of work that local authorities and their partners have undertaken generating and applying customer insight to address the needs of a range of customer groups including young families, ex-offenders and long-term unemployed – and indicated that eight of the in-depth case studies of the projects sponsored by the Customer-Led [...]
Written on March 10, 2011 | Posted in
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Councillor Jill Shortland started by outlining some of the major factors impacting local government, namely: * the financial settlement * localism, and the transformation of communities through empowerment * self-regulation and improvement through accountability to local communities * the “Big Society”, and transfer of power, assets, resources and decision-making down to grass roots communities “There [...]
Written on March 10, 2011 | Posted in
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Emer Coleman talked about how changes in people behaviours and expectations resulting from the use of social media was driving the need for communication to move from a broadcast model of to one of engagement, and from a command and control culture to collaboration and co-production. Emer emphasised that “We don’t ask citizens and customer [...]
Written on March 10, 2011 | Posted in
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Given the challenges facing public services, today’s conference seems a welcome opportunity to see how listening and learning from customers can help deliver innovation and improvement in public services delivery. Indeed, customer insight may well be an essential element in achieving the current mantra of “more with less”. The conference promises to be a great [...]
Written on March 10, 2011 | Posted in
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All of the event presentations are available to view at Slideshare. If you cannot view them there, they should be embedded below. View Plenary How customer insight helps us make informed decisions presentation View more presentations from localinsight Workshop presentations Session one Supporting local authorities to develop good places to grow older Leading the older [...]
Written on March 19, 2010 | Posted in
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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 [...]
Written on March 15, 2010 | Posted in
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