Identify all types of customer, find out what they want and need, and recognise why some don’t make the most of public services.
| Factors which need to be addressed or where greater progress is needed | Signs of success |
|---|---|
| 1. Identify the potential customers including the different groups within this potential population. | High reported accuracy
rates in re-validations of customer database |
| 2. Undertake reliable research on potential user needs and try to understand the characteristics of those people who are eligible, but do not use the services, so as to better target efforts to encourage use. | Regular analytical
reports on groups who use and do not use services Estimates of take-up by customer segment |
| 3. Identify the needs and rights of groups with special needs | Regular surveys of the needs of minority groups |
| 4. Be proactive in assessing the needs of hard to reach groups, for example, by linking up with voluntary bodies and others doing outreach work. | Measures indicating the success in increasing the take-up of services by hard to reach groups. |
Please click on a factor to go to a checklist and linked guidance/cases.
