New customer journey Self Help Referral Assessment Solution www.advicedorset.org Referral Client self refers by calling a central number Client self refers through website www.advicedorset.org Agency refers using a direct line for professionals Assessment Triage process by telephone conducted by trained adviser to determine needs and establish next steps Solution Advice needs addressed within triage process Appointment made at local bureaux Signpost/referral to more specialist service Client accesses self help support through website(s) Data Capture Client record created on central database Outcome = Evidence

Data Capture/Tracking New customer journey Referral Assessment Solution Data Capture/Tracking