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A4 kris boardman

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Transcript

  • 1.  
  • 2. Aims / Objectives of Project Pool of vulnerable people across Lancashire “ Something” “ Something” must have happened to cause vulnerability Service Delivery Trigger point for district council Benefits: Service 1 Service 2 Service 3 Service 4 Service 5 Service 6 Customer Experience Long Term Cost Savings Point of Contact Costs ?
  • 3. What did we do?
    • Gathered Insight to understand our customer groups across three district partners
    • Designed service & implemented based on insight gathered
    • Delivered service via outbound calling a process
  • 4. Customer Insight… Top 5 Mosaic Groups: I J K M O I J K Top 5 Mosaic Groups: M O B D I L M Top 5 Mosaic Groups: = 88.12% = 76.5% = 83% Typical customer’s Typical customer’s Typical customer’s Alison Rita
    • 40’s Female
    • Lone Parent
    • Few Qualifications
    • Benefits
    • 70’s, Single
    • Social housing
    • Low Income
    • Medication
    Charles & Audrey Junaid & Fazeela
    • Long Term married
    • Spacious Home
    • Children Married
    • Successful
    • Emigrated to Britain
    • Minimum
    • wage
    • Large Families
    • Race crime
    Dawn & Peter Joyce & Ted
    • Recently retired
    • Hectic
    • Social live
    • Holidays
    • Recently Retired
    • Budget
    • carefully
  • 5. Face to Face Insight Gathering... 60% accident or illness Find out about Government services from Family and Friends 75% appreciate offer of additional services 85% wanted to contacted by telephone Home Fire Safety Checks Help Direct Blue Badges Warm Front Free Prescription Delivery Benefit Health Checks 80% happy with data sharing
  • 6. What have we done? Results to Date? Obtained telephone numbers through teleappending Designed system with supporting information Training Outbound calling live Results HFSC = 23% Welfare Rights = 25% Blue Badge = 15% Help Direct = 28% Free prescription deliveries = 4.5% Warm Front = 4.5%