Gateshead Council has deployed a staff dashboard to manage its open service requests from residents needing help during the coronavirus lockdown.
It has used a solution developed by digital platform provider Goss, which has made it available on its community library.
The dashboard enables staff to identify vulnerable people, keep track of service requests and enable others who are volunteering to help.
The first iteration at Gateshead involves displays of the total number of requests, their location on Google Maps, and how many people require help with specific tasks such as food shopping, collecting prescriptions or just talking with somebody over the phone.
It also helps them keep track of how rapidly the requests are being handled, showing which are open, outstanding or closed across a specified date range.
End-to-end
Roger Abbott, the council’s customer experience and digital manager at Gateshead Council, said: “Gateshead Council have been very busy over the last two weeks, as the customer experience and digital team have been working with the newly provisioned coronavirus support community hubs and a range of stakeholders to deliver an end-to-end digital case management solution expanding on our existing Goss digital platform technology.
“Initially it’s providing an online service for residents to request and volunteer support, to more recently the development of bespoke reporting tools and dashboards to help our hubs manage service requests, providing the important insight into where and what type of services are being sought from our residents.
“Next up we plan to instantly send support details to a third sector partner who can support us in providing vital services. We have designed services and deployed them using qgile methodologies reacting to user requirements on a daily basis, which has given us a rapid turnaround and instant feedback.
“Utilising existing tools and customising additional capabilities is delivering us highly effective services during these very difficult times."
Goss has also added to its library a digital solution for councils to register people offering to volunteer to support others.
Image from Goss
