Needs of the Workless in Nottinghamshire
9th November 2009
In the summer of 2009 Aperia worked with all nine of the Nottinghamshire councils and their partners to understand the needs of the workless. They wanted to dramatically improve the experience of unemployed customers who contacted them seeking support. In order to do this, they required a full understanding of the needs of these customers and an understanding of current service delivery across the public sector.
To do this, they employed Aperia’s Circles of Need® framework which provided an approach to
• engage with real customers to understand their actual needs and
• identify improvements to improve service delivery to better meet these needs and make better use of public sector resources.
Project Background
The local authorities across Nottinghamshire have ambitions to deliver an integrated first point of customer contact where this makes sense to the customer and where clear efficiencies can be achieved through such arrangements. In order to support the realisation of this vision, the local authorities established a project to look at improving the way that services were delivered across the county to citizens experiencing a key life event – specifically losing their employment.
There was real enthusiasm from both managers and frontline staff to improve customer access to the services required to help meet their needs and return to work, rather than remain totally reliant on the public sector in the years to come.
The project focused on how and where true joined up working could improve service delivery to help meet the needs of Nottinghamshire’s unemployed citizens and make more effective use of limited public sector resources
Download the full case study below (Adobe PDF format)
Notts Worklessness Case Study - September 2009