Powys County Council libraries were unable to continue with the facility to reserve books through the Library Catalogue during the pandemic. A different system was urgently needed to allow customers to request ‘book collections’ to be picked up from selected libraries or delivered to their door, the council came up with the Library Order and Collect Service.
The council worked with the Library Service to develop a customer centred process which involves a customer facing web form triggering automatic workflow and emails to appropriate library locations. The council also developed an admin interface where Library staff can view the requests and select a date when the books will be available for collection. This action triggers an automatic email to the customer to notify them. Library staff then put together a collection of books suiting the customer’s tastes and leave them ready for collection on the date advised.
There is also an ‘assisted-service’ version of the above developed for customers who prefer to interact by phone. This uses the same process and forms as the self-service version, but all communication is by phone.
11 December 2020 12:49:00
The Web Team at Powys County Council developed a web-based system in response to assessing whether eligible people were in need of regular food parcel deliveries, monitoring the wellbeing of vulnerable residents on a weekly or fortnightly basis and responding to needs for support from Powys Social Care or Community Connectors volunteers.
The system used ‘shielding people’ data and other internal ‘vulnerable individual’ data, which the council stored in a database. By clicking on a name from a list a web form opens for call handlers to record customers’ answers to questions based on an agreed script. The council developed automatic triggers to email Adult Social Care or Community Connectors or generate a food parcel request (if eligible) based on customers’ answers to the questions and the nature of the support needed.
Between April 3rd and August 14th, a total of 23,791 calls were made by Powys County Council staff resulting in:
649 Welsh Government food parcels being ordered
438 requests for a call back from the resident's local county councillor
459 requests for help with basic care needs which were passed on to ASSIST
1,654 referrals to PAVO's Community Connector Service (of these 1,076 wanted help with food, 373 needed help with their prescriptions and 205 wished to talk to a volunteer)
150 referrals over safeguarding.
11 December 2020 12:45:00