Do you understand your customers? Your citizens? The communities you’re trying to help? Customer Insight - working to use data and evidence to better understand citizens and communities - is a key tool for municipalities to use if they want to deliver better, more targeted and more effective services to communities and citizens.

This document outlines the customer insight process - it shows how to do customer and community profiling, and how these tools will help you to better understand your clients and communities.

This guide is based on the lessons that have been learned by the Smart Cities partners and their UK colleagues. We would like to thank everyone for their generous help and co-operation.

The guide is written by Tim Anderson. He was until recently the e-Service Officer for Norfolk County Council where he was involved in many EU and UK e-government projects including being a board member in all strands of the UK's national local e-government programme. A former journalist, he is the author of the Smart Cities Customer Insight Guide.

See http://www.smartcities.info/customer-profiling