Customer Insight and Social Inclusion

Transforming services through better understanding and targeting of citizens

Citizen demand is growing and becoming more diverse. In response, public sector services and delivery channels are increasing in complexity. Targeting the right citizens with the right services, using the right channels, at the right time and 'getting things right first time' are major challenges, particularly at a time of static or declining budgets. The ability to personalise and transform services cost-effectively depends on gaining deeper customer insight and using that insight to improve the customer experience.

Customer insight needs to be identifiable and actionable and that is what SAS gives us. We can then tailor how we talk to people and what we talk about

Roger Westerbeek

Head of Customer Insight & Measurement

Pension, Disability and Carers Service (PDCS), Department for Work and Pensions

How SAS Can Help

Using SAS, organisations can:

Analyse current and future service delivery and costs across all channels
Identify and target those in need via the most appropriate channels
Predict which citizens are most at risk from poverty, ill health and crime before they become embedded and more costly to remedy
Provide front-line staff with the information they need to do their jobs correctly the first time round, thereby improving service and avoiding the cost of 'failure demand' relating to repeat visits or unnecessary calls
Automate the targeting of campaigns to reduce wastage and improve response rates
Improve collaboration with intermediaries by integrating and sharing data to drive improved service, value for money and transform service levels