Re-designing the customer journey

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What we did

Lancashire County Council has co-produced with all parts of the Lancashire community a new person centred journey and worked to shift practice, culture, systems, and process to line up with the new customer journey. A review of the process was undertaken by external consultants that resulted in co-production to establish a new customer journey with a Co-production Board overseeing implementation. This also involved the development of a community brokerage model.

Why we did it

Feedback from citizens and professionals, experiencing the process as difficult, complex and confusing. Support plans were all being completed by social workers with a continuing reliance on formal care services.

Outcome

A revised customer journey that is more person-centred and more about the customer experience, rather than the council's own process and system. The new customer journey has reduced hand offs and perceived autocratic process management, and facilitates a simple and safe journey to taking a personal budget as a Direct Payment, supported by a local community infrastructure and market that values formal and informal support options, including asset based approaches.

Contact details

Terry Mears
Head of Commissioning
Lancashire County Council
Terry.Mears@lancashire.gov.uk
Tel: 01772 534405