Good customer insight provides a rich understanding of customers’ behaviour, experiences, beliefs, needs and desires. But councils need to sharpen up their act if they are going to use customer insight to cut costs and improve frontline services. This is the conclusion of a report from Communities and Local Government on the way customer insight was used in the Total Place pilot projects.

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A survey by Lagan Technologies shows that the public want councils to put more services on line and 77 per cent approve of government investment in IT to improve their access to services. There is also a high level of discontent with the response callers receive when they contact councils at the moment.

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This report sets out how it is planned to accelerate opportunities for mutuals to develop and flourish across key public services. Mutuals are organisations run or owned in the interests of its members.

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