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Coronavirus dashboards help Council to support vulnerable citizens

Content provided by Goss Interactive, editorially reviewed by Public Sector Executive.


New coronavirus dashboards help Gateshead Council keep track of vulnerable citizens' support requests during pandemic

Gateshead Council has recently developed brand new Coronavirus dashboards to help their staff keep track of those needing help during the ongoing pandemic.

Prior to these new dashboards going live, Gateshead had also used GOSS Interactive technology to deploy two new vital digital services. Both of which provide support to vulnerable Gateshead citizens by enabling them to either request assistance with purchasing food and prescriptions, or to volunteer time to help with those needing assistance.

Through the use of their new dashboards, which are keeping track of the number of service requests raised through these two new services, Gateshead Council is enabling their staff to focus on delivering vital support to their community quicker and more efficiently. The new dashboards are also creating important insight into how many service requests are being raised, their locations, the type of help citizens require and so much more useful information.

The first dashboard Gateshead has created displays the current total number of open cases which have been created by those requiring help during the pandemic. The dashboard also enables Gateshead employees to determine where individuals who have opened cases are located using Google Map technology.

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Furthermore, Gateshead has also developed an additional dashboard which focuses on those vulnerable individuals needing help during the pandemic. This dashboard takes the information provided across all cases raised to build a visual representation of what Gateshead citizens require assistance with. As a result, Gateshead employees can then use this information to clearly see how many individuals require help with certain tasks such as food shopping, collecting prescriptions or even just having somebody to talk to over the phone.

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Lastly, the final set of dashboards are enabling Gateshead employees to keep track of how rapidly cases are being handled. These dashboards provide a visual understanding of the status of all cases, showcasing how many cases either open, closed or outstanding across a specified date range. Furthermore, these dashboards are also useful in understanding how long open cases have remained opened for.

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Roger Abbott, Customer Experience and Digital, Gateshead Council said:

“Gateshead Council’s Customer Experience and Digital team have been very busy over the last few weeks 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 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 cases, 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 3rd sector partner who can support us in providing vital services. We have designed services and deployed them using Agile 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.”



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