WINNER:
Agency: RBA Research
Client: Braintree District Council & Nineveh Consulting

This award is given to the submission that best demonstrates the impact of research on decision-making within, and understanding the issues relating to, the public policy and/or social arena. Braintree District Council contracted Ninevah Consulting to develop a ‘Customer First’ programme to improve customer service across the full range of channels, whilst achieving cost savings and meeting central government e-delivery objectives. RBA Research was commissioned to determine the current and expected levels of customer service and the potential for channel migration from more to less costly forms of service delivery. The research is being used to improve the experience of those in the Braintree area using the services. Other councils are also taking on board the conclusions.

What the judges said: “It demonstrates how a combination of research techniques provides real insight to improve local services.”

FINALISTS:

• Agency: Bright Sparks Research
  Client: Nottinghamshire County Council
  
  
• Agency: Rosenblatt
  Client: COI & DOH
  
  
• Agency: Age Concern Research Services