|Organisation||City of Westminster Council|
|Collaboration Level||Share Ideas|
|Budget||£100k > £250k|
|Key Contact||Srinivas Dokku|
|Project contact points|
|Phase start||01 November 2018|
|Phase Estimated end||28 June 2019|
This project will deliver a new digital solution to enable electronic referrals and enquiries into service for Children’s Social Care as well as a Family Portal for customers to access information on their Family Plans. This digital pathway will replace a variety of current manual methods of communication from both customers and professionals (including telephone calls, emails and letters), and consolidate the disparate routes into service into a single pathway with high levels of automation, making access to services simple and easy to use for residents.
This solution will support the new Family Hubs and enable new, more efficient ways of working, reduce the volume of calls and emails into service, free up staff time to dedicate more effort to working directly with customers, and ensure an improvement in the council’s ability to get things “right first time”. It will also mean improved access to vital services for customers, reduction in times to respond to enquiries and, for the first time, allow our customers and external professionals to have real time access to their own data and information via the Family Portal.
Key deliverables: Childrens Services Referrals: Automated ‘new enquiry’ record (contact) added to Mosaic for Social Care customers and external professionals via new digital platform (Merlin emails and Multi Agency Referral form - MARF). Childrens Services & Family Hub: Creation of a Family Portal that can be accessed by customers, children’s centre staff, practitioners and partners to access appropriate family records and care supplier contact details.