A4 kris boardman

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

?

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

Customer Insight…

Top 5 Mosaic Groups:

I J K M O I J KTop 5 Mosaic Groups:

M O B D I L MTop 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

• Recentlyretired• Hectic Social live• Holidays

• RecentlyRetired• Budget carefully

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 DirectBlue BadgesWarm Front

Free Prescription Delivery

Benefit Health Checks

80% happy with data sharing

What have we done? Results to Date?

Obtained telephone numbers through

teleappending

Designed system with supporting

information

Training

Outbound calling live

ResultsHFSC = 23%

Welfare Rights = 25%

Blue Badge = 15%

Help Direct = 28%

Free prescription deliveries = 4.5%

Warm Front = 4.5%