Data-driven (data) service improvement, the UKDS way

As a large scale data provider, UK Data Service generates a significant amount of data about the users we support and their transactions with us. The demands on our service have grown significantly over the last few years, and a such we’ve had to meet the challenge of providing effective service without the benefit of additional resource. By using our own administrative data we have been able to respond effectively, resolve problems which have occurred, and find new opportunities to be more effective. This presentation will highlight several worked examples where utilizing our own customer interaction data enabled us to understand our own activity better, and improve service delivery approaches and provide an improved service to data users.