Welcome to the esd-toolkit Take Up And Channel Management Special Interest Group community site. The Group meet approximately four times a year to discuss matters of common interest in the field of take up of e-services and multi-channel management. We are working closely with both the Department for Communities and Local Government and the Cabinet Office to promote best practice in measuring take up and channel migration. More about the work of the group can be found on our forum - please note that access to the forum requires you to be a subscribed authority and to have 'opted in' to see the forum in your "My Profile" (see top right of page to edit your profile)
The group is open to all local government employees with an interest in the subject matter. We are particularly keen to hear from Customer Service Managers with good take up stories/case studies.
The programme for 2007-2008 is in preparation. Details of forthcoming meetings will be published here when they are known.
* Those responsible for managing and delivering effective customer services for local authorities.
* Those responsbile for strategy and business improvment within local authorities.* Those responsible for communications and public relations within local authorities.
Promoting Take Up
Information about the promotion and measurement of e-service take up including information about the DCLG Take Up measurement study
Documents
Useful documents including measurement guidance and presentations received by the Special Interest Group from DCLG, Audit Commission and others
User Guides How to use the esd-toolkit volumes and channels capabilities.
Transaction Costs
Useful information on the emerging studies and methods for calculating the costs of services
Customer Segmentation and Demographics
Useful resources on the use of segementation and demographic techniques including Local Authority case study from Islington