Aims / Objectives of ProjectPool of ‘vulnerable people’ 2 Pronged approach: across Lancashire • 36% of population aged over 50 rising to Customer Experience 65% by 2031. Long Term • Substantial variation Cost Savings in life expectancy rates Point of Contact Costs across the county. • 156 Super output Investing in service delivery areas are within Service 1 Service 2 bottom 20% of most deprived areas Service 3 Service 4 nationally (240,000 people) Service 5 Service 6
Then this happened.... • Customers who struggle to put their bin out each collection day must have other needs. • Needs probably undiagnosed by various government departments. • Customer didn’t know which Government Department offered which services • Sample interview with 10 customers confirmed initial thinking.
Customer Insight Results• Approximately 40 hours of customer insight gatheredon a one to one basis visiting customers in their ownhome: •85% Happy to be contacted by telephone and offered additional services, despite Mosaic saying otherwise. • 75% Appreciate the offer of additional services. • 80% Happy with sharing data. • Customers told us they wanted: Home Fire Safety Checks, Low level social care (Help Direct), Energy Grants, Free prescription delivery, Benefit ‘health checks’
Then this happened prior toimplementation... A woman has died after fire ripped through a sheltered housing bungalow in Nelson. The body of the woman, who is believed to be in her 50s and disabled, was discovered by firefighters after they were called to her home in Rakeshouse Road around 3am.
What did we do? Results OutboundObtained telephone Designed system HFSC = 27% calling numbers through with supporting teleappending information Welfare Rights = 27% Blue Badge = 16% Help Direct = 20% Training Free prescription deliveries = 3% Warm Front = 7%
Benefits from the Project... • £137,540 per year paid out in additional benefits to some of the most vulnerable people in Lancashire Project Benefits£400,000 potential cost savingsto Lancashire Fire and Rescue• Contribution towards a 12% •£71,500 (approx) saved in reduction in accidental fires helping people to remain in their• Contribution to 23% homes longer.reduction in non fatal • Improve quality of life &casualties • £10k saved in prevention independence• Contribution to 57% of slips and falls in the • Delay the onset mental healthreduction in fatal casualties home. & cognitive decline Removal of people who dont qualify for the service
Documentation Available.... Customer Insight Paper Part 1 Mosaic Types Mapped to Circles of Need Customer Insight Paper Part 2 New Circles of Need CRM Implementation Guide OAC Group Mapped to Circles of Need Customer Journey Mapping Teleappending Guide Lessons Learnt Training Pack Final Report Burnley Borough Council Case Study CLG Case Study All available on the Community of Practice Website