Transforming Public Data Through Community-Led Growth

The Group: GeoPlace Authority Contacts Group is dedicated to improving the quality and use of addressing and street data. The group provides a forum for local authority members across England & Wales to securely network, share information & access the community’s wealth of knowledge 

The Challenge: Local authority custodians and Street Naming and Numbering (SNN) officers worked in isolation, leading to frustration and inefficient backlogs during major process changes. 

The Solution: The GeoPlace Authority Contacts Group was launched in 2012 as a collaborative ecosystem on Knowledge Hub (KHub) to crowdsource professional expertise in real-time. The Group supported a recent process transition, proving invaluable peer-led support, advice and real-time updates.

The Result: A 49% surge in active contributions in a single year, transforming a potential crisis into a masterclass in collaboration.
 

Introduction: The Vision for Collaboration

GeoPlace manages the invisible backbone of public service—the data defining our streets and addresses. Behind this data are dedicated professionals, including Custodians and Street Naming and Numbering (SNN) Officers.

Before the GeoPlace Authority Contacts Group found its stride, the "Old Way" of working was characterised by professional isolation. Officers often performed their vital roles alone within individual councils, with no central mechanism to break down departmental barriers or prevent the constant duplication of effort.

The Challenge: Identifying the Friction

The primary barrier to effective data management was the lack of a unified network for Data Co-operation Agreement (DCA) role holders.

• Siloed Information: Officers were "isolated and often alone," frequently trying to solve the same complex process changes independently.
• High Support Inefficiency: Major shifts between local government and third-party companies resulted in significant backlogs and widespread frustration.
• Lack of Engagement: Traditional top-down solutions were insufficient to address the real-time, practical challenges faced by officers in the field.

The Solution: Building the Community Ecosystem

Launched in February 2012, the GeoPlace Authority Contacts Group was designed to move beyond being a simple resource repository to become a "vibrant hub".

Key Features of the Collaborative Ecosystem

• Peer-to-Peer Problem Solving: Members use the platform to share practical advice, key contacts, and expected timeframes during major industry shifts.
• Real-Time Online Community Engagement: High-impact discussion threads allow for immediate support through real-world challenges.
• Hybrid Collaboration Models: Success on the digital KHub platform led to quarterly meetings and dedicated focus groups to drive lasting change with external partners.

To encourage member buy-in, the community fostered a cultural shift toward community-led growth by "sharing, not protecting" expertise, empowering officers to connect and solve tasks collectively.

The Impact: Quantifiable Results

The group's impact is evidenced by its massive scale and the tangible improvement in professional morale.

• Extraordinary Engagement: A single discussion post regarding an SNN backlog generated 521 comments and 12,591 views.
• Rapid Growth: Contributions to the group surged by 49% compared to the previous year, with overall visits rising by 11%.
• High Member Satisfaction: 97% of respondents in the annual Satisfaction Survey were satisfied or very satisfied with the forum content.
• Massive Participation: The community has grown to over 800 members, with online seminars sparked by discussions attracting up to 281 attendees.

Best Practices & Lessons Learned

Based on the group's "Most Engaged Group" recognition, other organisations can adopt these strategies:

1. Focus on Real-Time Utility: Prioritise solving immediate, "pain-point" challenges (like backlogs) to drive initial and sustained engagement.
2. Crowdsource Expertise: Move from being a platform for information to a community of action by leveraging the combined hundreds of years of member expertise.
3. Bridge Digital and Physical: Use online success to fuel deeper offline or hybrid collaboration, such as quarterly meetings and specialised focus groups.

Conclusion & Future Outlook

The GeoPlace Authority Contacts Group is a powerful model for community-led growth in the public sector. By bridging the gap between local officers and third-party stakeholders, the group plans to turn reactive successes into proactive professional standards. Their journey demonstrates that intentional communities are the ultimate tool for navigating change and ensuring no officer has to face a process change alone again.