London Borough of Lewisham's customer insight work illustrated how the target customer group experienced fragmented services and how this could be unsatisfactory and frustrating for both parties. This case study forms part of our demand management, Council tax and benefits, resource.
Its customer insight work illustrated how the target customer group experienced fragmented services and how this could be unsatisfactory and frustrating for both parties. The findings also showed that some groups – particularly those on incapacity benefit and lone parents – are typically out of work for the long-term and support often fails to reach them.
For example the council discovered that there were 12,000 incapacity benefits claimants, costing the public £24 million a year (2008 to 2009). The research has enabled the council and its partners to think about how services are redesigned to better meet the needs of service users.