‘My Council’ Customer Intelligence

Jan BrittonChief Executive

Cllr Darren CooperLeader

Melanie DudleyDirector -

Improvement and Efficiency

express briefing

Jan BrittonChief Executive

‘The Customer is always right’

“Sandwell Council has a fantastic resource of residents who need to be encouraged to shape change in their neighbourhoods…”

“I have lived in Smethwick all my life and wouldn’t wish to move…”

“My area has cleaned up a lot, more youth activities popping up…”

Purpose of the session

Customer intelligence

Using good quality intelligence to drive our business –

improving lives, not ticking boxes

Delivering the scorecard

Understanding our customers to deliver our priorities and satisfy need. ‘The customer is always right’

Thinking differently

Involving customers in service design and innovation

Context

Changes to public services and finance

Profound changes for public services, including local government, in the way that services can be delivered. And much

reduced resources.

Our response

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Understanding our customers better

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Redesigning our services with fewer resources

Types of customer intelligence

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Feedback from customers

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Customer databases

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Consultation

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Customer segmentation data

Cllr Darren CooperLeader of the Council

My Council Roadshows - We asked our residents…

During the last 12 months has the local area where you live got better or worse, or if it has stayed the same?

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31.5% improved

•

53.8% the same

•

14.7% worse

Has the local area got better or worse?

More people think we are getting better rather than worse

My Council Roadshows - We asked our residents about…

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Highways and street lighting•

Bin collection•

Waste and recycling services•

Street Cleansing and Litter Picking

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Highways Maintenance (Potholes)

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Parks and Open Spaces•

School Meals •

Council Housing•

Sports/Leisure Facilities •

School Admissions

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Libraries•

Children’s Social Care•

Adult Social Care –

Meals on Wheels

•

Adult Social Care –

Aids and Adaptations

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Burials/Cremations•

School Education•

Dog Fouling Removal•

Registrars•

Council Tax•

Benefits

Council services with highest ‘net satisfaction’

•

Bin collections –

52%•

Libraries –

50%

•

Burials and cremations –

42%•

Highways and street lighting –

41%

•

School education –

40%•

Parks and Open Spaces –

35%

Net satisfaction =% of people satisfied minus % of people dissatisfied

Council services with lowest ‘net satisfaction’

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Pot holes –

minus 24%•

Dog fouling removal –

minus 13%

So what are we doing about this?

Net satisfaction =% of people satisfied minus % of people dissatisfied

It’s up to YOU to make the difference

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Listen to what our residents are saying •

Think quick-wins and long-term goals

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Make the best use of the vast amount of intelligence that we have

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Be ambassadors

What next?

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The full report, including analysis by ward, is now available on:

www.sandwelltrends.info/themedpages/MyCouncil

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Telephone survey in February 2012•

Improvement and Efficiency are here to help

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Please share your intelligence•

Any queries or suggestions?