Customer Insight - related publications

Building regional capacity for research and information
This scoping report, commissioned by EM IEP, sets out how best they could support cost-effective approaches to the development of customer insight in the region, and considers wider issues in developing the research and information infrastructure and capacity in the region. The findings of this report informed the Customer Insight and Research Project.
http://www.eastmidlandsiep.gov.uk/uploads/Events/EMIEP_RandIFINALreport53.pdf

A snapshot of customer insight and research in the East Midlands
This report updates and builds on the above Building regional capacity report. It provides an overview of customer insight and research in the region and makes recommendations for providing training and networking support. The report is mainly aimed at the regional customer insight and research project steering group, but will also be of interest to anyone who wants to find out what customer insight activity is taking place in the East Midlands. Click here to download the pdf document.


Customer insight: through a Total Place lens
Drawing on the experiences of Total Place pilots, and other local authority examples, this report from Local Government Improvement and Development sets out the role for customer insight and how it can help local authorities design more effective and efficient services. http://www.idea.gov.uk/idk/core/page.do?pageId=18029936

Is there something I should know?
This report looks at how councils use information to make decisions. It encourages chief executives, senior officers and lead members to be more demanding about the information they seek and use when making decisions. The report also suggests ways to improve in both these areas. The report is accompanied by a number of practical tools including a self-assessment framework and resource mapping tool. http://www.audit-commission.gov.uk/nationalstudies/localgov/istheresomething/pages/default.aspx

Supporting local information and research: Understanding demand and improving capacity
This report from Communities and Local Government (CLG) explores the demand for local information and research, how research is carried out locally, and what support is provided by national, regional and sub-regional organisations. It makes recommendations for strengthening support for local partners. http://www.communities.gov.uk/publications/communities/supportinglocalresearch