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DESCRIPTION
Sheila and Mike describe data and tools for understanding customers and exchanging service intelligence in Local Government. The tools result shared the shared learning of Smart Cities partners. Everything described is freely available online at www.esd-toolkit.eu for use online and download for local application.
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SMARTERCITIES
SMARTERSERVICES Sheila Apicella
and Mike Thacker
14 September 2011
Service lists and customer insight
What we have deliveredesd-toolkit.eu
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Household profiles
Predicted demand for services
List of Local Gov services
Functional groups
What we shall cover
• What “standards” we publish
• How standards help
• Using standards to share customer insight across municipalities
• What is delivered at esd-standards.eu
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The Service List
One complete list:
• http://id.esd-toolkit.eu/ServiceListLocal Government Service List (LGSL)- England
Norwegian Service List - KommuneforlagetScottish Service List (SSL)
Service Grouping by “Function”
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Reasons to use a service list
• Sharing resources, eg: guidance, content, generic forms, FAQs, etc
• Joint intelligence from shared data (eg customer profiles)
• Checking the completeness of your information systems
• Doing things just once• Partnership working
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Standards.esd-toolkit.eu
Analysis of service demand in the UK
Via esd-toolkit:• 51 UK municipalities have analysed• 10,312,960 service transactions for• 596 services, as defined in the Service
ListFrom this and commercial data gathered by Experian,
we have predicted service demand for most standards Local Government functions across NSR.
Lieidal / Kortrijk is now also profiling to extend the intelligence
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Understanding service demand
Service 69 – Housing benefits
esd-toolkit.eu Insight pages
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• Types of household living in each area of Europe / NSR
• Likely service demand in each area
• Guidance on the characteristics of each household type
High level citizen profiles
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Concentrations of citizen types
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More detail for NSR
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Data by area
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Detail for Smart Cities Municipalities
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Characteristics of a group
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Likely demand for each service
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Description of service groups
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Near neighbours - Edinburgh
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This is from UK esd-toolkit. It will be in the EU tools by 30 September 2011.
Further information
• Sheila.Apicella@esd.org.uk
• Mike.Thacker@esd.org.uk
• Support@esd-toolkit.eu
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