Assisted bin collection vulnerable person project

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Assisted bin collection vulnerable person project

  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 ?
  2. 3. What did we do? <ul><li>Gathered Insight to understand our customer groups across three district partners </li></ul><ul><li>Designed service & implemented based on insight gathered </li></ul><ul><li>Delivered service via outbound calling a process </li></ul>
  3. 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 <ul><li>40’s Female </li></ul><ul><li>Lone Parent </li></ul><ul><li>Few Qualifications </li></ul><ul><li>Benefits </li></ul><ul><li>70’s, Single </li></ul><ul><li>Social housing </li></ul><ul><li>Low Income </li></ul><ul><li>Medication </li></ul>Charles & Audrey Junaid & Fazeela <ul><li>Long Term married </li></ul><ul><li>Spacious Home </li></ul><ul><li>Children Married </li></ul><ul><li>Successful </li></ul><ul><li>Emigrated to Britain </li></ul><ul><li>Minimum </li></ul><ul><li>wage </li></ul><ul><li>Large Families </li></ul><ul><li>Race crime </li></ul>Dawn & Peter Joyce & Ted <ul><li>Recently retired </li></ul><ul><li>Hectic </li></ul><ul><li>Social live </li></ul><ul><li>Holidays </li></ul><ul><li>Recently Retired </li></ul><ul><li>Budget </li></ul><ul><li>carefully </li></ul>
  4. 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
  5. 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%

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