Rosi Somerville presented a comprehensive overview of how the esd-toolkit has been used by local authorities in the UK to deliver best practice in e-services. She provided a background to the development of the toolkit, and then showed how it is structured and the sorts of analyses it can produce. She showed how it is able to provide data-driven insights into both customer types and customer needs, how it is able to provide information to transform the delivery of local services, and how it could be used to improve performance delivery through baselining and comparing performance with other similar local authorities.