Barking and Dagenham - Routemaster
Community Connect is an organization within Barking and Dagenham that is charged with operating one stop advice to welfare claimants and people with need for social services, housing or financial management help.
Faced with the increased complexity of supporting individuals with multiple complex needs, the agency turned to Beinformed to create a knowledge base of all the service providers. The providers are across many disciplines from National to Local government as well as voluntary sector providers.
The solution which is maintained by the agency directly holds multiple pathways or ‘routes’ that helps direct clients to the appropriate help, each one receiving a personalized routemap appropriate to their needs.
Avril McIntyre, CEO said, ‘This has allowed us to focus more on the client and let the computer act as the expert system, ensuring advice is consistent, immediate and completed within a single interview, rather than being piecemeal as in the past.’
The solution is used by Voluntary support staff as well as Local Authority frontline advisors, and gives them the assurance that their answers are correct and relevant to the clients.