The project aimed to identify vulnerable people across Lancashire and provide services to improve their customer experience and reduce long-term costs. Customer insight identified the top demographic groups and their typical profiles. Face-to-face engagement found that most experience issues due to accident or illness, learn about services from family and friends, and want telephone contact. Services provided through outbound calling included home fire safety checks, welfare benefits assistance, blue badges, help directories, and prescription deliveries, helping over 15% for some services.