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 organisation) against esd-toolkit's extensive list of
services delivered to customers. Through automated or
semi-automated means, organisations 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, organisations 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:
GovMetric has been developed on the same underpinning standards
of the Local Government Service List as esd-toolkit, 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. 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 segment. This is a very
powerful customer insight.
esd-toolkit Contact: Sheila
Apicella, Programme Manager