We’ve been working with Hackney Council and MadeTech, collaboratively redesigning their Benefits and Housing Needs. We’re inviting you to follow our work through shared sprint notes as we design a service which is easily understood, fair, accessible and beneficial to Hackney residents. These sprint notes were first published by Hackney. You can follow our process on HackIT, and the other great work happening at Hackney Council.
As the romance of Valentine’s day fades we’d like to share the love by updating you on the great things happening with the service redesign project in Hackney.
Understanding Vulnerability + Shared Plan
The basic idea: spot red flags > understand context > build a shared plan
We know that our staff are aware of a lot of events in customer’s lives. So the focus has been on how we utilise these triggers to understand a customer’s vulnerability.
We’ve been testing a tool with four officers from the Benefits teams, to help us understand what ‘trigger events’ happen. For example, Employment and Support Allowance (ESA) ending which contributes to a customer’s vulnerability, then identifying the best ways the service can support them.