Customer Insight in Action

24 Nov 2010

For anybody interested in finding out how to tailor services to their customers better, read our newly released 'Customer Insight in Action' document which is full of lots of interesting and inspiring examples of how customer insight is already being used in the region.

We have been supporting the development of customer insight capacity in a number of ways. Several sub regional projects have been funded to purchase tools for use across partnerships and to develop the capacity to make best use of these resources. At a regional level we have provided free training and networking opportunities on topics such as customer journey mapping, cirlces of need and survey methods.  

Measuring and Reporting Value for Money gains: Aguide to compiling the data for NI 179

17 Mar 2010

An updated guidance published by Communities and Local Government.

Prospectus 2008 Improvement Through Partnerships

17 Mar 2010

This prospectus includes practical offers of support to build strong local partnerships to deliver better local outcomes. It details the support available from the sector's own improvement bodies, along with support from central government, designed to help local authorities and their partners to achieve high standards of performance and deliver key national priorities.

Guidance on Using Business Process Improvement techniques

17 Mar 2010

The guidance has been developed following detailed research in local authorities, part of the National Process Improvement Project (NPIP). BPI led projects were run across ten service areas, from Child Protection to Waste Management. These projects used a variety of process analysis and costing techniques to help identify ways to deliver efficiency gains and service improvements. These easy to read modules provide an invaluable source of knowledge and experience for the local government community, Further information is available here: www.bip.rcoe.gov.uk

Value for Money Business Plan

01 Oct 2007

This document is fundamental to CSR07, and highlights business transformation as one of three key areas for driving forward efficiency, innovation and improvement. It was published by Communities and Local Government in October 2007 and further information is available here: www.communities.gov.uk