21st January 2008
Final report for Modelling Citizen Need including an overview to the project and next steps.
Modelling Citizen Need
CSR07, the Value for Money paper and the 198 new Performance Indicators mean that councils are going to need to:
- Look at how citizen centric their services are
- Join up information better with partners and across government
- Generate some huge efficiencies
This project provides the North West with a straw model to enable Authorities to meet these challenges.
Overview
The Modelling Citizen Need project established a model to enable Authorities to view services from a citizen perspective by determining "circles of need". The project aligned with Chorley Council's work on redefining their entire Local Authority from a process perspective.
The project drew from workshop based activities to produce a model of citizen need.
The model can benefit councils in three broad areas:
- to challenge whether services meet citizens' needs
- to proactively identify a 360 degree view of citizens' needs, from their first point of contact (better service and reduction in failure demand contact)
- to streamline methods of inter-service delivery/communications to become a seamless process.
The Report
The report aims to give senior management in Local Government an understanding of how ‘customer need’ can be modelled to help them improve service provision and generate efficiencies.
The simple vision for this work is that it will lead to public sector services which are considered seamless by the customers. Its intention is to create a model which will allow the public sector to work together to proactively provide services which meet the needs, improve customer satisfaction and minimise the inefficiencies of a system that currently generates high levels of ‘failure demand’ or ‘failure to resolve issues at first point of contact’.
Please click here to view the report
Next Steps
NWeGG will facilitate an event in January 2008 which aims to pull together keynote speakers to focus on Customer Insight, and designing processes around customer need.
The theory needs to be turned into practice which requires some funding to complete the model, run three pilots to then shape a customer focus model and process.