Insight and demand management

Our data driven insights are helping local authorities understand and predict customer behaviour. We can then guide improvements to the customer experience and the way that services are delivered.

Overview

Approach

Outcomes

By understanding their citizens better, councils can deliver improved services to meet their needs

Local authorities have a wealth of data across their organisation that, when analysed, offers huge opportunities to design services differently.

This data could be used not just to realise efficiencies, but to change the way the organisation operates to improve the customer experience – and support the journey to a predictive and preventative operating model.

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Our approach

Data analytics and insight can help local authorities understand and predict customer behaviour to effectively plan future service delivery needs.

These valuable insights can help transform a specific end-to-end customer journey or enable full-scale transformation for a local authority.

We also help local authorities to interpret the data to make evidence-based decisions on more effective ways to design community services.

Our team of data analysts turns these findings into actionable insights that we use to support our local authority customers to make practical and strategic change.

Combined with our digital specialists expertise and unrivalled local government experience, Capita can help you optimise your current processes and deliver the best customer experience.

Data analysis outcomes

Our team of data analysts are helping councils to:

01

improve communication and build bridges between departments that run different parts of the council services, by involving them in evidence-based customer service discussions – leading to new co-designed ideas and initiatives

02

show senior managers the customer 'pain points' experienced by their residents and local businesses, which clearly demonstrates the impacts of day-to-day decisions and helps inform future decisions and investments

03

to understand where the demands are coming from, and both prompt action internally (eg, resourcing adjustments) and identify specific opportunities to close experience gaps

04

use data intelligently, alongside customer demographics information, to understand patterns and help predict significant events occurring (from flooding to school admission), to plan ahead and reduce demand and costs for local authorities.