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...Door Expo 2020 content on YouTube here: https://www.youtube.com/channel/UC2elvLolPKfz1cgGuasaGjA Blue Door Awards – register your interest: https://connect.o2.co.uk/blue-door-awards-2021 This week’s guests: David Cornwell – Head of Solution Design at O2. o Twitter:...
Blue Door Awards spotlight: ENABLE Scotland
The Blue Door Awards, announced in October 2020, are all about putting the spotlight on some of the most effective ways our business customers have leveraged digital connectivity, setting the standard on what’s possible when organisations match the right technology with their own individual needs.
We’re thrilled to be able to showcase these innovative initiatives. Today, we’re showcasing ENABLE Scotland, whose mobile-first approach has transformed communication and engagement, further enhancing the quality of their care to more than 1,000 disabled people they support across Scotland.
Want more detail about ENABLE Scotland? Listen to episode 2 of our Blue Door Podcast for even more insights about the mindset and approach taken that’s helping them deliver enhanced services to the people in their care.
Transforming engagement with a mobile care workforce
Category: Use of technology to engage your employees – WINNER
The challenge: ENABLE Scotland provides social care for more than 1,000 people across Scotland. The charity’s 1,800 frontline staff help deliver the vision of an equal society for every person who has a learning disability. Maintaining close engagement with this team, who did not have work mobiles, across such a wide and often remote area was challenging.
The majority of ENABLE Scotland’s staff work alone, so their safety was also a concern. Making a quick ‘I’ve arrived’ call to the office was becoming tricky as fewer and fewer supported people bothered with a home phone. A fundamental digital transformation of their approach was required but would be expensive. Care workers’ wages were rising – a good thing – but this pressurised budgets already restricted in turn by local authority funding constraints.
The innovation: ENABLE Scotland’s innovation was to adopt a low cost, rapidly deployed, mobile first approach not before seen in the care sector. By doing so, they would become more efficient, allowing savings in terms of time and money which could be reinvested in care and support. They widened their horizons and adopted an approach used in logistics.
ENABLE Scotland sought a generic workforce management solution which combined the home-delivery-style model with the capability to update their team’s rotas live and enable them to check in and out as they started and ended shifts.
The execution: The project scope was limited to addressing the mobile communication requirements of the 1,800 strong frontline workforce and their 110 supervisors. The back-office teams’ requirements would be dealt with through a separate organisational redesign programme.
The objectives were to:
- Procure the best value mobile devices and connections
- Develop a secure and effective mobile device management policy
- Procure the best of breed mobile apps required by the workforce
- Distribute the new devices, and implement the software, across Scotland within a year
- Ensure the workforce could make best use of the technology
Whilst the technology would benefit the service teams, the responsibility for procuring and delivering it lay with ICT and the change team. Delivery was therefore approached collaboratively, with a project team made up of:
- product owners from services and ICT
- a specialist in digital transformation in social care as programme manager
- nominated ICT team members for technical delivery and
- frontline staff/trainers seconded to support the implementation and training
Delivery was overseen by the organisation’s head of business change. The organisation’s executive team maintained the digital transformation programme as a standing item on their meeting agendas.
The outcomes: 100% of staff are now receiving digital communications. Covid-19 has meant staff have relied on the corporate communications more than anyone had expected, with ¾ reading these in-depth.
Frontline staff can now perform 5 key processes instead of relying on office admin. Their ability to clock into shifts remotely helps their teams know they’re safe. It also automatically generates data for payroll and invoicing. Leave balances are checked, holidays are booked and payslips are now accessed via mobile phones.
There has also been a 10% reduction in time spent by supervisors on administration. The saving in their time is equivalent to £330,000 per year, which ENABLE Scotland has reinvested in further improving the quality of its care. This matches the £335,000 cost per year of transforming engagement with their mobile care workforce.