Access to Services Phase 1

Tender description

Westminster’s Digital Ambition is to enable “Digital services that are so straightforward and convenient that all those who can use them will choose to do so, whilst those that can’t are not excluded”. The central component to the digital strategy is changing the way services are accessed, with the ambition to make transactions as easy and effective as possible. We propose undertaking a project that will reduce manual processing of incoming new enquiries, thereby significantly reducing the time of response. We are able to free up this capacity by implementing an integrated enquiry form and introducing system integration and automation at the very beginning of the Customer Journey. The solution will be anchored within Children’s Services and Housing (including Floating Support and HOPE forms on Orchard) and can be extended to support any referrals to council services by professional organisations and partner providers. Moreover, if the solution is taken up by other council services it will allow the council to collate information of all contacts to services, enabling adaptation of preventative measures expected to reduce repeat periods of homelessness or support a prolonged stay in the home for some adults, as well as more effective information and advice with better provision for self-funders. Reduction in contacts to the council can be achieved by automatic notifications, workflow, collaboration spaces and channel shift to an online Referral Form.