Project: Review of DfT Segemtation & Customer Insight

Reference: DSCI08

Last update: 10/02/2009 17:27:01


- To identify how customers are defined and segmented and how customer insight is used across the department

- Identify any gaps, areas for improvement and examples of exsiting best practice

- Develop recommendations for consideration by the Service Transformation Steering Group


The Service Transformation Steerng Group commissioned this review to understand how the department and Executive Agencies define their customers and use customer insight, identifying any gaps and areas for improvement and to develop recommendations to take forward


Henley Centre Headlight Vision
6 More London Place, Tooley Street, London, SE1 2QY
020 7955 1800

Contract details

Cost to the Department: £75,799.00

Actual start date: 19 May 2008

Actual completion date: 23 September 2008

Summary of results

  1. The review suggests that Customer Insight has a role to play in DfT in three different ways:

    Policy - attitudinal and behavioural information, long term focused

    Service Delivery - customer experience information; action focused

    Culture - 'customer focused' organisation; cuts across functional and other distinctions