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Developing rural services
Tool sheet 3
Fine tuning the improvement of services
This tool makes it possible to carry out a more in-depth analysis of
the gaps between supply and demand, notably in terms of quality and
personalisation of services.
Step 1: Analysis of specific needs
and of the degree of satisfaction of each socio-professional
category, age group, etc.
This analysis can be conducted through:
- a survey of the community;
- the setting up of meeting points, offices (fixed or mobile) for
centralising people’s opinions, wishes, complaints, suggestions, etc.
Step 2: Processing and codifying gathered data
Giving form to a certain number of the types of demand expressed, in
- types of services demanded;
- particular expectations (flexibility of timetables,
customisation of the service, etc.);
- number and distribution of the services.
Step 3: Identifying the possibilities of putting in place a service
that corresponds to each type of demand and to the quality required
- who could provide the services?
- can existing services be used to reduce costs?
- what agreements, investment in equipment, training, etc. would
A centre providing services and counselling for citizens was opened
within a police station in Newstead (England, United Kingdom), an
area with high levels of unemployment and crime as a result of the
closure of a local coal mine in 1987. The centre comprises an
education and training section for adults and a mobile health
service. It enables the police to establish a feeling of trust with
the community, to develop preventive measures and to guide the users
of the centre to other social services. Certain services are also
provided during the night, especially those relating to assistance
for young people .
Step 4: Attaining the critical mass needed to make the service viable
Reaching multi-area agreements between several public authorities.
“Samaritel” provides a distance personalised service to the elderly
in the province of Luxembourg (Walloonia, Belgium). The service
functions 24 hours a day in several districts from one single centre
of operation. The users of the service can alert the centre simply by
pressing a button on a bleeper that they carry with them and the
centre immediately alerts the nearest and most suitable help .
Source: Malcolm Moseley and Gavin Parker , op. cit.
Source: LEADER Europe Observatory -
Innovative actions of rural development -
factsheet n° S05