Reducing care calls to improve customer satisfaction

Contents:

  1. Project outputs
  2. Project timeline
  3. Feedback

This discovery aimed to investigate how new technologies like Amazon’s Alexa and chatbots have the potential to reduce the need for expensive face-to-face visits.

The hypothesis for this project was that a small reduction (between 15% – 20%) in the six million hours of Home Support calls could generate savings.

Project outputs

All Local Digital Fund discovery projects were asked to provide the following information at completion:

  • User research report
  • Benefits case
  • Recommendations for next steps

Downloads

Project timeline

April 2019 - discovery

‘Reducing care calls to improve customer satisfaction’ discovery delivers project outputs which are published on the Local Digital website.

Feedback

Each project was assessed using these lenses by the Local Digital Collaboration Unit. We have provided feedback directly to the project teams and this is a summary of what we shared with them.

It aims to be constructive for both the project team and any other organisation wishing to learn about the project or make use of the work done.

  • The project team gathered information about three user types through the use of three questionnaires: older adults, professional carers and informal carers which is likely to be of interest to other local authorities. Other methods of user research could also be used to gather more in-depth research with individuals. This research, together with the questionnaires would help the develop personas. These help the whole team and stakeholders better understand the users by focussing on user needs, motivations, behaviours and digital literacy.
  • The project team partnered with a university to support their research, and using desk based research have developed a deep understanding of the technology used in the  homecare space, both in the UK and abroad. The project team should consider ways this information might be made more accessible and reusable for the wider local authority sector but especially social care and digital teams.
  • The team presented two potential projects to take forward in Alpha. Further analysis of the user research might enable them to outline and score more options to explore.
  • The benefits case outlines the savings to be made if there is 15-20% of reductions in homecare visits. The project team should reference findings from the research that evidence how and where these 15-20% savings could be made.