About esd-toolkit
esd-toolkit enables local authorities to deliver benefits by adding value to 4
key challenges for local government:
- Focusing on the customer - Do you know which services your customers want and
which channels they prefer?
- Empowering front line staff - Do your frontline staff have access to the to the
service information they need?
- Sharing service delivery - Are you using national standards to maximise the
opportunities?
- Improving service delivery - Are your decisions to improve services made on the
basis of evidence?
About The Customer Profiling Project
esd-toolkit maps local demographic profiles (unique to each participating
council) against esd-toolkit’s extensive list of services delivered to
customers. Through automated or semi-automated means, councils are outputting
transactional data to the esd-toolkit so that demographic profiles are
identified by volume and channel of access against each service (web, telephone
and face to face are examples of access channels). From this process, councils
are able to find out which demographic profiles are using what services and, for
each service delivered, current customer channel preferences and the cost of
servicing channel preferences.
What The GovMetric esd-toolkit Customer Profiling Project Partnership Delivers
Because GovMetric has been developed on the same underpinning standards of the
Local Government Service List, and references similar standards around
definition of interactions, it is possible to effectively combine the customer
profiling data and the customer satisfaction data.
GovMetric is able to identify what customers think about certain services over
certain channels. By extending this knowledge with the customer segment profile
it is possible to understand what certain types of customers think about certain
services over certain channels – and how this varies by segement. A very
powerful customer insight.
esd-toolkit Contact:
Sheila Apicella
Programme Manager
sheila.apicella@esd.org.uk