Partners put customer first

Five partners have signed up to the contract and have access to a joint dataset and associated interpretation tools that will give them a greater understanding of customer needs.

The rolling out of customer segmentation datasets and tools to Cannock Chase, Lichfield, Newcastle-under-Lyme, Staffordshire County Council - and Staffordshire Police - follows the signing of a Staffordshire Connects contract with leading supplier Experian for Mosaic. The new tools will enable partners to build a comprehensive picture of customers and their preferences, paving the way for more targeting of service design and delivery.

The five organisations have already attended an initial launch workshop at which Experian introduced the tools and gathered ideas for joint working. This month (September) will see the second of two training courses run by Experian to enable effective use of a piece of software. Each of the five partners will also have an internal workshop led by Experian.

The users will be looking for potential joint projects to achieve a robust business case for the use of Mosaic and to develop examples of tangible savings and efficiencies for Staffordshire. A proposal will then be brought to strategic advisory board, which will consider making a recommendation to joint committee.

Staffordshire Observatory will be providing the remaining Staffordshire Connects partners with a Mosaic profile of their District plus a profile of a specific priority geographical area within the District. The hope is that these profiles will arouse remaining partners' interest in the dataset and tools.

Employees of the five Staffordshire Connects users should contact their officer champion to understand how customer insight tools can help them.

The procurement is part of a wider Customer Knowledge project that will bring together many sources of customer information to influence service design and delivery plus target setting. Other elements of the project include sharing data from statutory consultations, customer surveys and information held by consortia including community safety and sports partnerships.