Case Study: Redbridge Council improves adult social care access and inclusivity with dxw

Redbridge Council improves adult social care access with dxw after speaking to 100+ residents

Redbridge Council faced a challenge where its Adult Social Care First Contact Team was overwhelmed with calls, 80% of which required signposting elsewhere. This high administrative burden limited staff time for direct support, and data showed service users disproportionately came from white backgrounds, indicating barriers to access for diverse groups. The council engaged dxw to explore how a shift to digital interactions could help them reach more diverse groups and maximize preventative care.

dxw conducted a 12-week discovery project funded by the Local Digital Fund, involving extensive research with over 100 users and providers. The solution was not a single product but a strategic shift in thinking, resulting in seven service concepts for a digital gateway. These concepts, including a Help Hub online tool and auto-referral service, were designed to improve accessibility, empower residents to find information earlier, and reduce unnecessary contact. The work by dxw transformed the council's approach from addressing a symptom to tackling the root cause of the challenges.

Redbridge Council