This document outlines the process of profiling and gaining insight into customer behaviour in the context of the Smart Cities model of using e-government tools and techniques to improve service delivery.

In the UK this is part of the Customer Insight process and general information about this can be accessed at 

• http://www.cabinetoffice.gov.uk/public_service_reform/innovation/resourc...
• http://www.cabinetoffice.gov.uk/public_service_reform/innovation/resourc...
• http://www.westmidlandsiep.gov.uk/download.php?did=1866
• With examples of successful work in the newsletters at : http://www.cabinetoffice.gov.uk/public_service_reform/innovation/resourc...