Adult Social Care - Market Research
Client: Manchester City Council
CPC was commissioned to undertake Market Research for Manchester City Council’s Adult Social Care provider arm. Elements of the provider arm are being prepared to become semiautonomous bodies, responsible for their own economic viability. Until now competition has not necessarily lead to significant changes in the inhouse services but this will have to change with the increased level of user choice resulting from the expected take up of Individual Budgets.
In order for the provider arm to successfully operate within a competitive market it is necessary for the staff to have good information about different customers and competitors. This was obtained through CPC conducted a number of customer engagement forums. The team undertook the market research through a number of analytical frameworks; these frameworks provided the management team with real insight and have now been adopted as models of best practice to continually drive improvements in quality and efficiency.
This work provided Manchester City Council’s Adult Social Care provider arm with the following benefits:
- Provided the in-house team with the insight from commissioners and customers to develop strategic decisions and provide information on the customer value proposition.
- Valuable insight into current service provision which will inform improvements in quality and efficiency through future service redesign
- The analytical frameworks that were used have become part of the health check of each of the provider arm business units, therefore providing a sustainable solution to the research and facilitating the knowledge transfer. These frameworks will better equip MCC to respond to changing customer needs and expectations
- The challenge sessions that CPC conducted have embedded the models into the organisation and will continue to drive strategic decisions through a feedback loop into the management of the services.