'Customer Insight, LAAs and CAA' was a workshop faciliated by Derrick Johnstone for East Midlands Improvement and Efficiency Partnership on 9 June 2009. It was designed to explore how customer and citizen intelligence help tackle local priorities, with the emphasis very much on partnership dimensions. Sessions focused on customer-focused strategy and service improvement, the use of customer segmentation tools, 'circles of need' and customer journey analysis.

Derrick's slides can be downloaded here (pdf - large file 1539KB). These include several sides which capture feedback from discussion groups.

Presentations from Zoe Butler and Ameila Soos from Ashfield District Council and Jo Herlihy from Nottinghamshire Councy Council can be found on the EMIEP website.

The event built on a previous briefing on 'Customer Insight and LAAs' prepared by Educe for Improvement and Efficiency West Midlands.