My Norfolk Interactieve digitale diensten in Norfolk County. Tim Anderson is verantwoordelijke voor de digitale dienstverlening in Norfolk County in Groot-Brittannië. Hij brengt het verhaal over My Norfolk, een samenwerkingsverband van overheid- welzijns en andere diensten die samen interactieve digitale diensten willen verzorgen in Norfolk. (Deze sessie is in het Engels) www.my.norfolk.gov.uk

1. Personalised Services Tim Anderson Policy and Performance Team

6. Services (product catalogue)‏ channel back office midware channel Monitoring efficiency (organisational view)‏ Monitoring effectiviness and impact (holistic view on policy impact)‏ transformation Process descriptions personalization localisation autentification Service development Customer profiling Channel choice Policy Academic research: How? What? Why?

7. Know Your Customers Know Your Service Re/co-design Services Marketing the Service Evaluate the change Who are your customers?  Mosaic profiling against CRM What services are you delivering?  Volumes from CRM and other operational databases How would customers like to change services? processes?  Qualitative consultation and co-design workshops What is the best message to change behaviour?  E-Citizen and other qualitative/quantitative research based on Customer Profiles What are the measures of success?  NI’s? Cost? Satisfaction? Takeup? Carry out benefit mapping Where are Your Customers?  NDO mapping of CRM and MOSAIC profiling What are the volumes and costs over different channels?  Esd toolkit mapping tools linked to CRM etc data and NI14 analysis What are the most cost effective delivery channels?  Analysis of esd data but also commissioning cost benefit analysis Who should the message be given to?  MOSAIC customer profiling What are the benchmarks – over time and compared to others?  Benefit mapping and benchmarking against indicators What do your customers want/need?  Survey data, data analysis and research What are the common processes?  Process mapping linked to Front Door etc Are there better service delivery processes?  Best practice analysis and as above What are the best channels for the message?  MOSAIC customer profile info What is the measurable change?  NDO and other tool time series analysis What services do they need/receive from others?  MOSAIC profiling, Customer Insight, Circle of Need/life episodes etc Who else is delivering services?  Service Directory info How should services be bundled?  MOSAIC profiling, Customer Insight, Circle of Need/life episodes etc How do you know if the message has been received and acted on?  Baseline and follow up research What are the outcomes? 

9. In detail: Great Yarmouth

10. Map of Life Expectancy in Norfolk Life expectancy

16. Know Your Customers Know Your Service Re/co-design Services Marketing the Service Evaluate the change Who are your customers?  Mosaic profiling against CRM What services are you delivering?  Volumes from CRM and other operational databases How would customers like to change services? processes?  Qualitative consultation and co-design workshops What is the best message to change behaviour?  E-Citizen and other qualitative/quantitative research based on Customer Profiles What are the measures of success?  NI’s? Cost? Satisfaction? Takeup? Carry out benefit mapping Where are Your Customers?  NDO mapping of CRM and MOSAIC profiling What are the volumes and costs over different channels?  Esd toolkit mapping tools linked to CRM etc data and NI14 analysis What are the most cost effective delivery channels?  Analysis of esd data but also commissioning cost benefit analysis Who should the message be given to?  MOSAIC customer profiling What are the benchmarks – over time and compared to others?  Benefit mapping and benchmarking against indicators What do your customers want/need?  Survey data, data analysis and research What are the common processes?  Process mapping linked to Front Door etc Are there better service delivery processes?  Best practice analysis and as above What are the best channels for the message?  MOSAIC customer profile info What is the measurable change?  NDO and other tool time series analysis What services do they need/receive from others?  MOSAIC profiling, Customer Insight, Circle of Need/life episodes etc Who else is delivering services?  Service Directory info How should services be bundled?  MOSAIC profiling, Customer Insight, Circle of Need/life episodes etc How do you know if the message has been received and acted on?  Baseline and follow up research What are the outcomes? 