This document outlines a project aimed at providing additional services to vulnerable people in Lancashire. The project took a two-pronged approach of improving customer experience and achieving long-term cost savings. Customer insight identified specific needs of vulnerable residents that were not being met. The project designed a system to identify and contact eligible residents to offer additional services like fire safety checks, benefits assistance, and more. This resulted in over £400,000 in benefits paid out and potential cost savings for various organizations. Documentation of the project's design, implementation, and results are available on a Community of Practice website.

1. Kris Boardman
Change Manager

2. Aims / Objectives of Project
Pool of ‘vulnerable people’ 2 Pronged approach:
across Lancashire
• 36% of population
aged over 50 rising to Customer Experience
65% by 2031. Long Term
• Substantial variation Cost Savings
in life expectancy rates Point of Contact Costs
across the county.
• 156 Super output
Investing in service delivery
areas are within
Service 1 Service 2
bottom 20% of most
deprived areas Service 3 Service 4
nationally (240,000
people)
Service 5 Service 6

3. 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.

4. 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’

5. 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.

6. What did we do?
Results
Outbound
Obtained telephone Designed system HFSC = 27%
calling
numbers through with supporting
teleappending information Welfare Rights =
27%
Blue Badge = 16%
Help Direct = 20%
Training
Free prescription
deliveries = 3%
Warm Front = 7%

7. Benefits from the Project...
• £137,540 per year paid
out in additional benefits to
some of the most vulnerable
people in Lancashire
Project
Benefits
£400,000 potential cost savings
to Lancashire Fire and Rescue
• Contribution towards a 12% •£71,500 (approx) saved in
reduction in accidental fires helping people to remain in their
• Contribution to 23% homes longer.
reduction in non fatal • Improve quality of life &
casualties • £10k saved in prevention independence
• Contribution to 57% of slips and falls in the • Delay the onset mental health
reduction in fatal casualties home. & cognitive decline
Removal of people who
dont qualify for the service

8. Documentation Available....
Customer Insight Paper Part 1 Mosaic Types Mapped to Circles of Need
Customer Insight Paper Part 2 New Circles of Need
CRM Implementation Guide OAC Group Mapped to Circles of Need
Customer Journey Mapping Teleappending Guide
Lessons Learnt Training Pack
Final Report Burnley Borough Council Case Study
CLG Case Study
All available on the Community of Practice Website