Contact&Connect Case Studies
The success of the automated telephony approach is vast and far-reaching, with Contact&Connect assisting essential public services such as community loan equipment and adult social care, as demonstrated in our customer case studies
Medway Council sought a more proactive way to reach individuals who had received equipment to help them live safely and independently at home. After observing how effective the Contact&Connect approach had been in other local authorities, the council decided to implement automated phone outreach. The aim was to encourage equipment returns, improve resource efficiency, reduce costs, and check in on residents’ wellbeing at home.
Wiltshire Council set out to enhance how they gathered feedback from those using adult social care services. Their existing approach relied heavily on paper, yielded limited insights, and required significant staff time to analyse. With a CQC Inspection approaching – and its emphasis on meaningful engagement – they decided to commission a tailored Contact&Connect service to improve outreach, increase response quality, and better understand the needs of local residents.
Sunderland City Council has successfully used automated telephony across various services, and it’s now a standard consideration whenever adult social care is redesigned. So, when the Chief Social Worker proposed a new proportionate assessment approach in 2023, the team began exploring how Contact&Connect could support it – looking at how outbound calls might align with the model to improve efficiency, reach, and overall service delivery.
Having seen success with automated telephony in supporting community loan equipment users, Sunderland City Council recognised the potential to extend this approach. They developed a scripted call to check in with individuals transitioning off the Reablement pathway – every two weeks, up to 90 days. Since launching in October 2022, the service has helped maintain regular contact and support for people as they regain independence at home.
