1. Customer journey perspectives

2. Introduction
This slide pack is an introduction to the customer journey. In the following slides we:
Describe the customer journey
Explain the key terms
Describe where the focus of resources should be
Show a number of examples of how the key groups – the Council, the citizen and third parties – could play a part in this journey.

3. The Customer Journey
Universal
services and
early
intervention
First contact - advice and signposting
Meet immediate needs and enable
Assess
Calculate
initial personal budget
Support plan
Authorise
&
validate
Go live
Monitor & review
Early Intervention
Self-directed Support
This is the revised customer journey. It differs from the existing Customer Journey in the following ways:
It includes Universal Services and Early Intervention
Initial contact assessment is now ‘First Contact – advice and signposting’
There is a new ‘Meet immediate needs and enable’ step
It reflects the features of the existing customer journey but also reflect universal services and early intervention, the meeting of immediate needs and enablement.
The lighter coloured segments of the journey show the activities that take place once an individual is in the realm of social care and moving toward a support plan, whilst the darker segments show the broader activities that do not necessarily lead to a support plan and may help prevent one being required.
It is also important to note that whilst the diagram shows a linear process, successful early intervention, universal services and enablement mean that for many people their journey will be slowed or even halted, and in some cases enablement may take people out of the process altogether.
The customer journey is not a straight line – the aim is to manage your needs to
slow your journey through the process down or to free you from it altogether.

4. What is each part of the journey?
Universal
services and
early
intervention
First contact - advice and signposting
Meet immediate needs and enable
Offering services to all, and using the full range of services to reduce future demand
Providing information and advice to anyone who contacts the Council, including self-funders
First line of support, aimed at getting people back on their feet
Assess
Calculate
initial personal budget
Support plan
Authorise
&
validate
Go live
Monitor & review
Assessing an individual’s needs
Calculating an amount of money that the person can plan with
Developing a plan to meet an individuals needs
Approving the support plan and signing off the actual budget
Putting the support plan into action
Ensuring the support plan is being implemented and is meeting needs
This is the revised customer journey. It differs from the existing Customer Journey in the following ways:
It includes Universal Services and Early Intervention
Initial contact assessment is now ‘First Contact – advice and signposting’
There is a new ‘Meet immediate needs and enable’ step
It reflects the features of the existing customer journey but also reflect universal services and early intervention, the meeting of immediate needs and enablement.
The lighter coloured segments of the journey show the activities that take place once an individual is in the realm of social care and moving toward a support plan, whilst the darker segments show the broader activities that do not necessarily lead to a support plan and may help prevent one being required.
It is also important to note that whilst the diagram shows a linear process, successful early intervention, universal services and enablement mean that for many people their journey will be slowed or even halted, and in some cases enablement may take people out of the process altogether.

5. How do you use your resources?
Current – majority of spend on
care provision
How do you use your resources?
Future – re-focus spend on prevention
and early intervention
This slide illustrates how the focus of spend on adult social care should change as the transformation agenda develops.
The current focus, illustrated at the top of the diagram, is on the provision of care for those who already require it with smaller amounts available for prevention and enablement. The result of this approach is that the number of people requiring long term care will at best remain constant and at worst, and given the current demographic issues likely, there will be an increase in demand.
In the future, resources should be re-focused on prevention and early intervention which will stabilise demand in the short term and should reduce it in the long term.
Broad
services
Practical
everyday support
Enablement & using community resources
Provision of care

6. How can you help customers stay independent?
Those not eligible for a package can get further information
Review may suggest enablement
Universal
services and
early
intervention
First contact - advice and signposting
Meet immediate needs and enable
Assess
Calculate
initial personal budget
Support plan
Authorise
&
validate
Go live
Monitor & review
enablement prevents requirement for ongoing support
The first slide showed in a simple and straightforward manner the customer journey. This is a very useful way of helping people to understand the key elements and the order in which they fall.
However anyone who has had exposure to this journey, whether they are staff, citizen or provider will acknowledge that the actual journey and the steps and actions around this are far more complex.
This slide attempts to capture these complexities, and in particular emphasises that it is not a linear process but that people can move back up the journey or out of it altogether at various points.
Continually look for opportunities to enable, signpost or give advice to increase independence
Encourage to the left, not inevitable drift to the right

7. Citizen – the customer or service user
The key players
The major benefits of the new customer journey include its flexibility and its universal application. The following slides show how this may operate in practice. These are intended to help you think about the role you see different parties playing in the future to help you think about the possibilities for your system. The key players are:
Citizen – the customer or service user
Other groups - this can be friends, family or another organisation (e.g. charity, church)
Council - The local authority who can be involved in any step in the process and may have to be involved n some

8. Traditional approach to the journey
In the new environment, there is an opportunity for Councils to re-evaluate how citizens, the council and anyone else are involved during the process. This slide shows a traditional model
Universal
services and
early
intervention
First contact - advice and signposting
Meet immediate needs and enable
Assess
Calculate
initial personal budget
Support plan
Authorise
&
validate
Go live
Monitor & review
Other (friend, family any organisation)
Citizen
Council

9. The Future: Example 1 – a mixed approach
In the future the role of the citizen and other groups can increase, although the Council will still have a significant role to play. This slide presents an example of what this could look like.
Universal
services and
early
intervention
First contact - advice and signposting
Meet immediate needs and enable
Assess
Calculate
initial personal budget
Support plan
Authorise
&
validate
Go live
Monitor & review
Citizen could play
large role
through self-
service
Self or supported
assessment is
introduced
Increased citizen
and other
involvement in
support plans
Prevention and early
intervention from a
combination of sources
Other (friend, family any organisation)
Citizen
Council

10. The Future: Example 2 – Independence
In the future the role of the citizen and other groups can vary according to an individuals need. In this example, the service user wants to maintain as much independence as possible and do things themselves.
Universal
services and
early
intervention
First contact - advice and signposting
Meet immediate needs and enable
Assess
Calculate
initial personal budget
Support plan
Authorise
&
validate
Go live
Monitor & review
Does own
research to
get informed
User undertakes
Self-assessment
Develops own support
plan
Other (friend, family any organisation)
Citizen
Council

11. The Future: Example 3 – Council-focused
In the future the role of the citizen and other groups can vary according to an individuals need. In this example, the service user still wants lots of help from the Council
Universal
services and
early
intervention
First contact - advice and signposting
Meet immediate needs and enable
Assess
Calculate
initial personal budget
Support plan
Authorise
&
validate
Go live
Monitor & review
Relies on
Council as
source of
information
Majority of
services provided
By Council
Brief self-
assessment
followed by
Council support
Limited input to
support plan
Goes on Council
enablement
programme
Other (friend, family any organisation)
Citizen
Council

12. The Future: Example 4 – Self-funder
One of the main benefits of this model is that it applies universally. For self-funders, the Council can have as large a role to play if is chooses to, or if the self-funder would like it to. In this example the Self-funder wants support from their Council
Universal
services and
early
intervention
First contact - advice and signposting
Meet immediate needs and enable
Assess
Calculate
initial personal budget
Support plan
Authorise
&
validate
Go live
Monitor & review
Council undertake
assessment
Obtain a mixture of
Council and own
services
Council provide
information to self
funders
Offer support planning
either for fee, or to
ensure future council
commitment is
reduced.
Other (friend, family any organisation)
Citizen
Council