Workshop

Registration

Chair’s introduction and opening remarks

The Total Place process: Engaging in customer insight

One organisation will share their experiences of starting their customer insight capability project. What does ‘customer insight’ actually mean? How will customer insight enhance your partnership working? Where does it fit in Total Place?

Case study – Communicating with your community for improved services

• Setting out your communication plans to understand what your customers want
• Determining the best methods of communication to reach your community
• Engaging your customers in the Total Place process

Discussion group

• Questions and answers to the morning speakers
• Feedback what you have learnt in the morning session
• What elements of Customer Insight in Total Place would you like further information on through the practical afternoon workshop sessions?

Lunch

Workshop – Communicating with hard-to-reach and vulnerable groups

• Designing communication strategies that include hard-to-reach groups
• Ensuring perspectives are given the same weight
• Including customer needs and wants in your ‘whole area’ analysis

Workshop – Redesigning your services based on customer insights

• Investigating collaboration opportunities with your partners based on shared data
• Deliberating options for service redesign
• Gaining support for your strategic plans

Consolidate your lessons from the day

(Refreshments will be served during this exercise)

• How can you implement lessons learnt today and develop your own customer insight project for your area?
• What challenges and opportunities do you face in engaging in your own customer insight project?
• What forms of support do you need to ensure success?

Closing remarks from workshop leader