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NI14 - reducing avoidable contact

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Data submission 2010

The deadline for data submission will be 30th April 2010

CLG has decided that the single aggregated percentage should be submitted to the Hub any time during April 2010 in line with other NIs.

CLG advise that councils subscribed to esd-toolkit will still be able to upload their service level data to esd-toolkit (see below) to analyse, compare, learn and improve - the meaningful bit.

Uploading NI14 data to esd-toolkit:

This service is designed to aid LAs in targeting resources at improving services to customers by reducing avoidable contact – and that’s why service level data is vital and why Audit Commission will be interested in your story of how you are using these data.

Subscribers can continue to use our data handling service to upload service level data to esd-toolkit. LAs can also download their data for analysis reports and comparisons.

Guidance on how to do this can be found in the following documents:

  • NI14 - 1.1 - Information about NI14 and uploading data at esd-toolkit
  • NI14 - 1.2 - How to enter your NI14 value - for subscribed LAs only
  • NI14 - 1.3 - Viewing your detailed NI14 data - subscribed LAs only

If you do have any operational or technical queries please contact support@esd.org.uk. Thanks to the London Borough of Enfield for their assistance with the video webcast which shows you how to upload data


Sharing learning

How much have you identified as efficiency savings?

How much has customer or job satisfaction improved?

How have you combined customer insight and NI14 data to improve inequalities?

 A key issue for us all is to learn from the stories that lie behind the numbers. One of the core functions of esd-toolkit is to support professional networking and many LAs already have and will have interesting stories to tell on approaches and progress so far. We have published some of these stories on this website so don’t be shy – lots of colleagues would like to hear your (brief) stories. Follow this link to Case Studies and read what colleagues have already sent in, and find a template for adding your details. It is very important to share stories that demonstrate quantifiable evidence of impact.

Please send your stories to tony.hinkley@esd.org.uk


We believe that NI14 data can make a positive contribution to both Area and Organisational Assessment in the CAA. The contribution made to improving value for money by reducing avoidable contact will support the Organisational Assessment. The whole area of Customer Insight in esd-toolkit’s programme of work is closely aligned with the Area Assessment in particular and the Customer Profiling work will feature strongly in this respect. Again we welcome your thoughts and experiences on this – please e-mail tony.hinkley@esd.org.uk

Do remember our advice: whether you are fully prepared with an "all-singing, all-dancing, all services" CRM or have decided to do manual sampling, the important thing is to start from where you are, do what you can, stick to the principles, have a roadmap of your intentions and be able to tell the story.

Remember - there is no target for NI14 and councils should avoid pressure to create one. Typical performance measures have been based in a target setting approach. NI14 was deliberately intended to be an indicator and not to be linked to targets.


The NI14 guidance document produced by IDEA still stands and threads on esd-toolkit’s Forum on this site (and IDEA’s) explored questions, principles and practices around the country. esd-toolkit continues to promote good practice through our website, conferences and TLCs, and through consultation with Cabinet Office, CLG, Audit Commission and LGA among others.