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Increasing civic engagement PROTOTYPE 2

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Background

Innovate Ballymun, a programme of Innovate Dublin have project funding available to design and launch an online Customer Relationship System (CRM) to track service user journeys in Ballymun, initially for those organisations that are part of the Social Regeneration Group, with a view to expanding to other locally based organisations.

This project would be divided into two phases:-

1. Develop and launch an online interactive directory for both local people and organisations.

2. Develop the directory to include a CRM system for local organisations to track their service user’s development across the directory of services in the community. (Prototyping from a specific policy context)

PROTOTYPE 2A: SERVICE DIRECTORY OF COMMUNITY SUPPORTS

-understanding the breadth of provisions in communities

In 2014/15 Innovate Ballymun conducted research into community service provisions existing in Ballymun, 130 community organisations were identified; supporting children & families, delivering health & wellbeing, education & training, art & culture, place making, recreation & sport, community safety services. The ecosystem of organizations working in Ballymun developed from a needs perspective without holistic or central planning, supported by external funds.

However, this led and continues to lead to a fragmented offering of services. This is validated in the research by Innovate Ballymun, where both stakeholder and service users were unclear as to the spectrum of service provisions in their area. Specifically, a workshop held in November 2015 pointed to the need for an open platform to represent the entire ecosystem of community supports available in Ballymun, and subsequent layers that tracks how a service users moves between services. At a high level this management intelligence will help to plugs services gaps and design interfaces between services.

At its core, an online directory for the Ballymun Community will inform both organisations and individuals of the available service provisions, allowing service users to go directly to the organisation that can meet their requirements, moving from SCENARIO A to SCENARIO B. Therefore a crucial part of scoping the project will be to identify an organisation to act as project sponsor. Our engagement has identified that Ballymun Job Centre is best placed to take on this role – both in terms of commitment to social innovation and outcomes for Ballymun, but also in terms of its maturity to multi-agency working and taking a holistic approach to social change. Ballymun Job Centre has a track record of collaborating on worthwhile social innovation projects locally and with European partners.

PROTOTYPE 2B: Multi-Agency SERVICE USER JOURNEY TRACKER

-aiding individuals & families to progress towards education, training and or employment through agency data sharing.

Many service users in Ballymun utilise more than one service provision in the community e.g. Local Employment Centre, Local Development Company, CDETB etc., however, none of their progress is monitored outside of the immediate service provision the user is receiving, and there is no formal knowledge of the previous supports received by other organisations working towards the individual’s goal (Equal Youth is an exception, however, is specifically targeted at the youth cohort).

The goal is to have an area based system with service users recorded, the services they have accessed in their community and where each individual is towards reaching their goal, for example ranging from employment to working to combat alcohol addiction. It is envisaged that the system will:-

  • Allow organisations to give a focus to a particular aspect, service or pathway of care required for their individual service user.
  • Allow for organisations to better target their provisions to aid the development of the individual/family OR sign post them to the most apt service within the community.
  • Enable local organisations further review their effectiveness and efficiency, when it comes to meeting the need of the service user.
  • Facilitate improved strategic planning and operational delivery within and between local services.

Once prototyped we will investigate models and strategies for scaling the proposition wider, to other authorities, geographies and service contexts. We have already identified opportunities in healthcare and homeless services to be scoped.