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%