Talking Data: Insights on Using Data for Transformation

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I recently had the pleasure of joining Joel Lister-Barker on the Talking Data podcast to discuss my journey in business transformation consulting, how I use data to drive change, and what the future holds with AI.

My career has been shaped by experiences tackling inefficiencies and improving effectiveness — with early lessons from optimising youth development programmes to improving public sector advice services. These experiences taught me the power of ‘seeing the system’, and the importance of frontline (or rather customer/citizen) data in understanding what’s really going on.

Over the years, I’ve become less naive about data. Many organisations lack real clarity on even basic metrics like headcount or spending. My approach has evolved to focus on demand analysis — capturing what customers truly need, often through simple techniques like tracking inquiries or observing interactions, partnered with resource optimisation based on work packages. Real insights often come from citizen data rather than pre-existing datasets, which can be incomplete or misleading.

Another early example I shared was when I mystery-shopped a council’s hotline system and was able to demonstrate a truly terrible customer experience. By grounding transformation in real data, we identified ways to improve services and deliver tangible results.

‘AI’ is an exciting frontier. While its current use in public service transformation is limited, I see huge potential in its ability to analyse unstructured data and improve dynamic resource allocation, which can potentially enable relational public services to thrive in more than just local, short-term bubbles.

I also shared my thoughts on the many pitfalls of data misuse, like Goodhart’s Law, and the need for radical ideas like Beyond Budgeting.

Ultimately, I believe in focusing data efforts on real customer value, ensuring transformation creates meaningful, lasting impact.

Read my Talking Data interview here: companysights.com/talking-data/benjamin-taylor