Success Story | Milton Keyes City Council
How Milton Keynes City Council improved & streamlined adult social care with govService
When Milton Keynes Council wanted to improve adult social care and meet its responsibilities for the health and wellbeing of its citizens, Granicus govService had the digital solutions the Council needed.
SITUATION
The first thing Milton Keynes Council’s Adult Social Care team wanted to do was overhaul the information, advice, and guidance they offered online. Their previous online forms didn’t let people self-serve in any way, information was not always up to date, and there wasn’t a complete overview of local care and support services. This meant citizens weren’t always getting the support they needed, and that staff weren’t always being used in the most effective way.
SOLUTION
With support from govService, the Adult Social Care Hub went live in early 2017, and the outstanding functionality of govService makes it quick and easy to search, compare, save and download details of community services.
Since the Hub launched, there has been a marked decrease in the number of people with low-level social care needs contacting the Council.
RESULTS
Every year, over 2,200 safegaurding referrals are made to Milton Keynes Council. Before moving to govService, there was an online form for people to use to make a referral, but it wasn’t integrated into the line of business care system that records and tracks cases.
With govService, referrals made online now seamlessly integrate with the wider social care system. Staff no longer have to key in data multiple times, allowing them to focus on higher value tasks and provide a faster response. Referral forms are also far more accessible and can be completed using either a computer, smart phone or tablet.
Customers, third-party organisations, and Milton Keynes Adult Social Care also use Service Designer to process online requests for support.
Based on the information provided, the intelligent form makes an eligibility assessment and gives an immediate decision about the likelihood of someone receiving care and support from the Council. Decisions are transparent and standardised, based on the national minimum threshold criteria for care.
govService has transformed the way Milton Keynes Coucil delivers adult social care. Processes that were once cumbersome and took staff away from their frontline activities are now more streamlined thanks to smart capabilities and in-built integration tools. Citizens have become more self-serving because they can find everything they need in the Adult Social Care Hub and this is promoting early intervention and prevention. Staff now have more time to help the most vulnerable people in their community.
Milton Keynes Council is unlocking the savings associated with channel shift and delivering outstanding customer service for adults with social care needs thanks to govService.
