Tri-Borough Children’s Service

Tri-Borough Children’s Service

Designing world class children’s services supported by the best in digital technology

Client:
Tri-Borough
Category:
Children's Services
Length:
Discovery Phase: 9 months

Designing world class children’s services supported by the best in digital technology

FutureGov has been working with the Tri-Borough partnership for the past year to explore how technology for children’s social care could be radically re-designed. The three Children’s Services authorities are considered to be some of the best in the UK, but felt like their ambition and practice was being held back by out of date technology. Technology in the social care market isn’t necessarily transparent, modern, cloud based or user-centred - we have begun to design those problems out.

We discovered that frontline practitioners were spending up to 70% of their week at a computer, writing up notes, recording vital information and creating recommendations. Whilst these are essential tasks in social work, we felt that it seemed that social workers had little time to spend with families and young people, assessing and managing risk and helping to create a pathway forward. Building from previous experience from the Family and Children’s Service in Australia we wanted to test out a new approach to case management.

30%

predicted efficiency gains for social workers

9

prototypes and concepts tested

Using a design led approach, we started working with frontline teams across the whole of the Child Protection journey, from referrals to leaving care. This has included meeting with a wide range of stakeholders and turning user insights into a future user journey which puts user experience at the heart of the journey through the service. We also spent time with families and young people to understand what going through these services felt like. Challenges around transparency, having ownership over their story and tense relationships with practitioners were insights we unfortunately knew all too well. Luckily, we knew technology could help with some of these pain points.

We're now redesigning a new 'user experience' layer to sit over the top of existing systems before phasing out that will enable a greater user experience for practitioners and increase productivity by 30%. This includes access for families and young people to enable them to take control of their own journey through services and greater use of data, automation and analytics throughout the process. We’re embarking on the next phase of this work in Nov 2018 to build new tools and work with corporate ICT to align our vision with their Digital strategy.


Interested in hearing more?
Want to see more from FutureGov? Subscribe to our newsletter or follow us below: