Local services

Local government is not usually thought of as a hotbed of consumer radicalism, but in fact some of the pioneering work on tools like customer segmentation (now used by any major business) were first developed by local authorities on Merseyside, to target regeneration efforts.

A couple of years ago, I helped to kick off a project with Mary Tetlow and the Local Government Association to build a common tool for local authorities to measure people’s experience of services in England. We got some way, but I am pleased to say that the running has now been taken up in Scotland, where the 32 authorities are pledging to work together on a new, rigorous way to ensure that local services meet local needs.

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