Performance Management And Business Intelligence System

Tender description

Private companies (such as Amazon, Tesco) have led the way in using customer data to shape their business and improve the customer experience. Amazon have rooted their business model in a ‘single view’ of the customer – which describes joining up every piece of information the company holds on a customer’s interactions, using this profile to determine which products a customer will be most interested in, and which marketing methods they will be most receptive to. This type of data processing is not restricted to the private sector. Central government has for some time been working on ‘big data’ projects, designed to join up disparate data sets (e.g. DWP linking benefits with PAYE data in ‘real time’ to combat fraud; and the partial replacement of the Census in 2021 with joined-up administrative data). Many local authorities are also now embracing the data revolution by developing a ‘single view’ of their customers to determine needs, typical behaviours, preferences, attitudes, and lifestyles. These data are invaluable for identifying savings, planning services, and improving the customer experience. We want to join this group of local authorities in embracing the data revolution and move towards a leading edge position where we are using business intelligence tools to harness the potential of our joined-up data, and introducing efficiency to our performance management processes through the use of a fit-for-purpose system. Keywords: performance, business