Renfrewshire Council Case Study – Development of Referral and Tracking System

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Renfrewshire Council Case Study – Development of Referral and Tracking System

renfrewshire

Multi Agency Referral and Tracking System

Advice Partnership Renfrewshire is comprised of 12 advice agencies including Shelter, Citizens Advice Renfrewshire, Renfrewshire Wide Credit Union and Recovery Across Mental Health and all deliver a wide range of specialist support services to the general public.

“Advice services are provided by a range of agencies, all doing a fantastic job in supporting customers. In Renfrewshire, we have developed an Advice Partnership to provide a more ‘joined-up’ service, and the Pulsion referral and tracking system made this more effective by creating links that help customers navigate the various agencies.”

Gary Innes, Customer Services Manager, Renfrewshire Council

User Centred Design

Renfrewshire Council wanted to improve access to these advice agencies and the tracking of cases once raised. Pulsion utilised a User-Centred Design (UCD) approach, involving multiple stakeholder workshops in combination with an Agile development methodology.

Historically, when a member of the public approached an agency for help, it was often the case that the individual would need to be referred to another more appropriate advice agency, or a collection of advice agencies due to the complexity of their needs. A certain amount of information would need to be recorded and logged in the advice agency’s database. The task of creating referral appointments with another advice agency or multiple advice agencies involved support workers calling and/or emailing individuals within the other agencies. This would often depend upon any pre-existing relationships between support workers in partner agencies. The sort of challenges that this caused both for the agencies and the individuals were wide ranging.

New Digital Solution

The digital solution was developed using the latest Microsoft technologies and provided using the latest Microsoft technologies and provided secure access for all the advice agencies involved. The shared digital solution securely stored all necessary information and was available to all agencies via the internet. The solution was fully responsive on all internet browsers and mobile devices. This common digital solution eliminated the need for any rekeying of data as the information ‘followed’ the individual from agency to agency as appropriate and could be updated by any of the referred agencies involved. Specifically, it also quickly and easily created multiple agency referrals, tracked their progress and provided feedback on the conclusions of these referrals to the advice agencies and the individual concerned.

Benefits

as a result of implementing the MultiAgency Referral & Trcaking System, the following benefits have been realised by the Advice Partnership Renfrewshire:

  • Improved Service Efficiency & Delivery – the entire end-to-end appointment referral and tracking experience was optimised based on the support worker’s requirements and significantly increased the efficiency and transparency of the service provided to the general public
  • Enhanced Communication – data sharing between the advice agencies improved collaboration where agencies worked in partnership through the system rather than relying on individuals
  • Insights into Reporting and MI – the system captured and generated management information with no need for manual aggregation or intervention and reported on the achievement of specific aims and any emerging trends

“The system is easy to access and is user-friendly. The online referral system allows us to track the referrals easily, and check the progress of each individual case.”

 

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