Posts belonging to Category customer insight
Posted by IngridK on September 12, 2008
Yesterday was the 7th anniversary of both a low mark and a high mark in British Government Communications. As an American in London on 9/11, I was heartened by the words of Tony Blair – he stepped in and provided the leadership I emotionally craved that day. I was incensed when I found out that [...]
Categories: customer insight |
Tags: communication, customer insight, prison, research, smoking, teen pregnancy | 
3 Comments »
Posted by IngridK on June 6, 2008
I know little or nothing about the crazy slang that hip young people use these days, but I didn’t have to look up 411 in the urban dictionary to understand that one. It means getting information derived from the 411 information number in the US – it’s basically directory enquiries. It’s a bit of youth [...]
Categories: customer insight |
Tags: 101, call centres, chicago, customer insight, innovation, performance management, US | No Comments »
Posted by IngridK on June 3, 2008
The Improvement and Development Agency (my employers) is all about making improvement happen – that’s not particularly surprising – we try to do what it says on the tin. It’s also not surprising that we’re embracing the web2.0 thing too (that is internet content created and driven by users). We’ve always had content that’s created [...]
Categories: customer insight |
Tags: customer insight, web 2.0 | 1 Comment »
Posted by IngridK on June 2, 2008
There’s lots of great stuff coming out of a US conference on managing technology. Despite being a poor traveler, I really kind of wish I’d been there. Fortunately, the good folks at Governing (who put on the conference and have a function not dissimilar to my employers at the IDeA) are blogging about what’s going [...]
Categories: Communities of Practice, customer insight |
Tags: customer focus, customer insight, information technology, IT, local government, US, web 2.0 | No Comments »
Posted by IngridK on May 30, 2008
Given that I’m about to facilitate an online conference on Customer Insight, I’ve been keeping my eye out for stories that illustrate the benefits of efficiently collecting and using information to help us better serve the people who depend on public services. There couldn’t be a brighter example than that of a speech given by [...]
Categories: customer insight |
Tags: accountability, customer insight, improvement, information, information management, innovation, online conference, performance, performance management, public sector, Washington | No Comments »
Posted by IngridK on May 20, 2008
Is the customer always right? What if your customer is crooked? The Audit Commission have recently uncovered scads of fraud and corruption by undertaking a huge data matching excercise – the National Fraud Initiative (NFI): NFI, the country’s largest public sector anti-fraud programme, has identified a total of around £450m in fraud and overpayments since [...]
Categories: customer insight |
Tags: Audit Commission, customer focus, customer insight, fraud, national fraud initiative | No Comments »
Posted by IngridK on May 20, 2008
I love “back to the floor” type stories. Usually because they feature some kind of insight into the interaction between frontline services and the people who receive them or they’re about how big, often slow-moving bureacracies should empower the “little guy” to implement innovations or improvements that can make a big difference to customers’ lives [...]
Categories: customer insight |
Tags: call centre, customer service, Hackney, Kettering, local authority, local government, London | No Comments »
Posted by IngridK on May 16, 2008
Have you ever seen the American cult comedy series King of the Hill? It’s a story of average folk in a small to medium sized municipality in Texas. One of the sharply drawn characters is Dale Gribble - a man obsessed with the power of the government and particularly its data gathering and analysis powers. He does everything he can (in [...]
Categories: customer insight |
Tags: customer insight, data, Dorset, information, online conference | No Comments »
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