Impact has been named a finalist in the European IT & Software Excellence Awards in the category of ‘Connected / Mobility Solution of the Year 2017’.
The project with Liverpool YMCA has been highlighted as an example of ‘best practice and service excellence’ from a variety of award entries submitted by software and technology providers across Europe.
About the project
To tackle homelessness, the city of Liverpool developed a revolutionary project – MainStay – with the aim of providing improved access to short-term housing through housing support providers working together to share information, so those with the greatest need receive shelter. A review of services found that people in need of support were traipsing from one provider to another, being asked 99% of the same questions each time, only to discover they were not at the right place for their situation and again being referred elsewhere. In some cases, clients were found accommodation and yet remained on waiting lists, pushing those still in need further down the list and wasting time, money and resources.
To overcome these issues Liverpool YMCA wanted a new IT system which could be accessed by more than 50 partner agencies and local authorities, allow better sharing of information, and improve services. Central to the project’s success was the need for all housing support providers to work together to share information on available accommodation so those with the greatest need received shelter quickly.
Capita proposed its purpose-built product, Capita's Impact, as the solution. Capita's Impact is designed for organisations to use with service users, referral agencies and services for various functions such as assessing, referring, matching to services based on needs, risk, priority, and placing or signposting users. It is the only end-to-end, fully hosted solution which can manage the practical waiting lists, vacancy allocations and service managements alongside the specific individual needs of each user, such as assessments, action planning and safeguarding.
The solution offers a greatly improved service for those in need. Now, 66% of applicants are placed in accommodation within a week and one in four within 24 hours, helping MainStay work towards its eventual goal of no one spending a second night on the streets.
- 100% of providers said it improved the prioritisation of vacancies
- 100% of providers felt timely access to services were improved
People looking for support have just one standardised assessment, which can be carried out day or night at a greater number of centres. Once details are logged, matches for places that can help will be suggested and referrals are automatically sent to the best support provider to suit someone’s circumstances. The turnaround time for those in critical need is greatly improved, and waiting lists move faster and are more accurate. An audit trail is now fully in place, and customers’ journeys are mapped throughout each touch point of their experience.
The original intention was to use this solution for supported housing services only, but it has now been rolled out across all Liverpool’s visiting services and to the rest of Merseyside. The data held and managed by the system is so comprehensive, it can be used as evidence in feasibility studies for further funding, and service review or service redesign throughout other functions of Merseyside’s local authorities. It has helped strip out duplication of data entry and repeated processes across the system through automation and integration, helping to maximise efficiencies as well as improve services. Liverpool is one of 12 areas to be awarded part of the £120 million national lottery Fulfilling Lives programme – and Capita’s system is now also being used as the end to end management system for this funding.
David Pugh, MainStay manager, Liverpool YMCA, said:
“We wanted to put a stop to multiple assessments and we knew that an IT system that all partnership agencies could access would greatly improve our service.
We knew what we wanted was quite complex, and Capita’s Impact fitted the bill. It offered us a single assessment point so that all accommodation providers and related support teams could add in or access relevant information. Capita worked with us to explore how we could adapt the gateway to do what we wanted it to.
Having all the data in one place, we soon realised we were helping around three times more people than we thought. Having data to back this up has been instrumental in postponing some of the cuts we face.
Our results have been tremendous. We are now able to prevent more people from sleeping rough.”
About the awards
IT Europa’s European IT & Software Excellence Awards recognise best practices in customer solutions by Systems Integrators, Solution VARs, MSPs and ISVs across Europe. The event also recognises service excellence from the vendor and distributor community and 2017 will be the ninth year of this annual IT industry highlight.
The award finalists will be recognised and the winners announced on 30 March in London.
Find out more about the awards here