Kris Boardman

Change Manager

Aims / Objectives of Project

Pool of ‘vulnerable people’ across Lancashire

• 36% of population aged over 50 rising to 65% by 2031.• Substantial variation in life expectancy rates across the county.• 156 Super output areas are within bottom 20% of most deprived areas nationally (240,000 people)

2 Pronged approach:

Service 1 Service 2

Service 3 Service 4

Service 5 Service 6

Investing in service delivery

Customer Experience

Long Term Cost Savings

Point of Contact Costs

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 gathered on a one to one basis visiting customers in their own home:

•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 to implementation...

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?

Obtained telephone numbers through

teleappending

Designed system with supporting

information

Training

Outbound calling

ResultsHFSC = 27%

Welfare Rights = 27%

Blue Badge = 16%

Help Direct = 20%

Free prescription deliveries = 3%

Warm Front = 7%

Benefits from the Project...

Project Benefits

£400,000 potential cost savings

to Lancashire Fire and Rescue• Contribution towards a 12% reduction in accidental fires• Contribution to 23% reduction in non fatalcasualties• Contribution to 57% reduction in fatal casualties

•£71,500 (approx) saved in helping people to remain in theirhomes longer. • Improve quality of life &independence• Delay the onset mental health & cognitive decline

• £137,540 per year paid out in additional benefits to some of the most vulnerable people in Lancashire

• £10k saved in prevention of slips and falls in the home.

Removal of people whodont qualify for the service

Documentation Available....

Customer Insight Paper Part 1

Customer Insight Paper Part 2

CRM Implementation Guide

Customer Journey Mapping

Lessons Learnt

Final Report

CLG Case Study

Mosaic Types Mapped to Circles of Need

New Circles of Need

OAC Group Mapped to Circles of Need

Teleappending Guide

Training Pack

Burnley Borough Council Case Study

All available on the Community of Practice Website