About Experian
As a leading provider of geo-demographic analysis, Experian can help public
sector clients understand their communities, identify local assets and needs,
and improve the targeting of resources. Experian’s Mosaic Public Sector
classification focuses on the needs of the citizen, providing a comprehensive
view of society that enables policy decisions, communications activity and
resource strategies to be applied at the most granular level of geography.
Using data from a wide range of sources, Mosaic Public Sector has been linked to
specific data sources from health, education, criminal justice, and local and
central government, providing an insight into every citizen in terms of their
requirements of these services. As a ‘common currency’ for understanding
citizens, Mosaic also supports joined-up government and partnership working.
Local Government
Local authorities need in-depth knowledge of the characteristics and needs of
their residents in order to provide relevant, focused and cost-effective
services. Mosaic Public Sector provides this detailed understanding, supporting
decision making and policy formulation at both a strategic and an operational
level.
Mosaic Public Sector supports local authorities in a number of ways:
- Identifying the specific needs of the population so that appropriate services
can be developed.
- Facilitating effective targeting of scarce resources by locating the demand for
services.
- Providing a unique methodology of benchmarking a local authority’s performance
across a wide range of indicators against relevant comparator authorities.
- Tailoring communication methods and messages to maximise response, service
take-up and awareness.
What The GovMetric Experian Partnership Delivers
– Segmentation Based Customer Experience Feedback
With our increasingly diverse society, measuring customer satisfaction without
understanding people’s socio-economic background risks ignoring sections of
society and increasing disadvantage.
GovMetric:Mosaic provides a unique integration between the GovMetric
point-of-contact customer satisfaction system and the Experian Mosaic database
allowing councils to view their satisfaction data in a new way, reporting
in-depth on socio-economic grouping by channel, by service and by satisfaction
level. With this information, action can be taken where services and/or channels
can be shown to be difficult to access by certain social groups or where channel
migration is failing to address the socio-economic divide.
How does GovMetric:Mosaic Work?
GovMetric:Mosaic provides a unique integration between the GovMetric
point-of-contact customer satisfaction system and the Experian Mosaic database
allowing councils to view their satisfaction data in a new way, reporting
in-depth on socio-economic grouping by channel, by service and by satisfaction
level. With this information, action can be taken where services and/or channels
can be shown to be difficult to access by certain social groups or where channel
migration is failing to address the socio-economic divide.
GovMetric:Mosaic integrates the successful GovMetric customer satisfaction
system with the widely used and extremely comprehensive Experian Mosaic
database. By soliciting a post code from the customer while they are giving
satisfaction feedback GovMetric:Mosaic bridges between the two systems, tagging
the feedback data with the relevant socio-economic grouping.
Easy to implement
Implementing GovMetric:Mosaic is simple, requiring only the
enabling of post-code capture to the normal GovMetric system, whether this is
Face to Face (Kiosk only), Telephone, Web, e-mail or post. Once post-codes are
being gathered the system will automatically cross match with the Mosaic
database and store the socio-economic grouping alongside the other satisfaction
data.
Automatic reporting
Once socio-economic data is being captured, a range of
reporting options becomes available:
- Reporting channel satisfaction by socio-economic group offers assistance with
channel migration and take-up strategies.
- Reporting service satisfaction by socio-economic group allows detemination of
how service strategies are accepted by different groups.
- Looking at channel or service volume and satisfaction trends by socio-economic
group allows monitoring of improvement initiatives and goals.
Experian Contact:
Paul Thain - Public Sector Insight - Local Government
paul.thain@uk.experian.com