Kent Fire and Rescue Service
Engagement Team Plan 2021-25

Our co-creation for campaigns and interventions also follows the ‘Plan, Do, Study, Act’ approach for planning and evaluation.

All customer interventions require evaluation to understand their impact and if the desired outcome has been reached; and if not why not. We follow the KFRS ‘evaluation framework’ and use a variety of tools and methods including surveys, focus groups, content analysis, media monitoring and digital metrics to help us understand our outcomes – successful or not.

Audience insight

To help us to continually enhance our engagement and work towards achieving our strategic goals we need to understand our customers; what they need, how they behave, what their motivations are, where they are and the best ways to reach them through engagement. We will work closely with the CEBC team to support their work in customer research and customer experience. Customer insight and knowledge lies at the heart of all our engagement including campaigns, how we communicate with colleagues, customer safety interventions, how we deliver inclusive design and branding, our digital platforms, event management and our volunteer activity.

Behaviour change

When co-creating interventions to support and encourage behaviour change we use two frameworks/models to aid our thinking and to bring focus and benefit to our activity. Working as part of a planning group which includes colleagues from the CEBC team we use the COM-B model that focuses on:

• Capability – Opportunity - Motivations - To influence Behaviour.

Using customer and behavioural insights helps our understanding to change behaviour. Using this data supports our aims of improving the safety and welfare of customers through our services, interventions and communications. Combine this with ethical marketing and clarity of the overall customer experience, we can co-create interventions and campaigns that identify and target a need, want or desire to change behaviours. The role of the engagement team is to make it as easy as possible to achieve that goal, empowering our customers to make positive, conscious decisions to keep themselves, their families and homes safe.

We are helping and nudging them along. The EAST framework is our second tool that can be used across all functions of engagement including design and volunteers. EAST supports our thinking that to change behaviour the intervention must be: