Liverpool Citizens Advice Partnership (LCAP) is a 3rd sector organisation operating as a consortium on behalf of its primary partners that consist of all Citizens Advice Bureaux in Liverpool.
The company had recently been awarded the main provider of services(across Merseyside) under the Lottery Funded, Improving Financial Capability (IFC) scheme. As a consequence, the project required a fully functional website with a built-in referral system.
The website and referral system would enable all Citizens Advice Bureaux across Liverpool to access the portal and refer tenants who are moving into social housing within the Merseyside area, to the relevant services.
Challenges
Previously, any type of inter-agency referrals were handled in a manual way. This had a drain on resources and was not providing the best solution for the customer (the recipient of advice).
In addition, LCAP were undertaking a rebrand and required a marketing partner to help them through the whole process.
A further challenges on this project was the need for us to be flexible with our build process, as some features and functionality were phased-in due to internal constraints within the clients’ organisation.
The LCAP referral system is now being used by all Citizens Advice agencies, along with other smaller advice partners to streamline the case management and referral process.
Solution
We overcome our challenges to go on and develop a fully featured referral system with the following:
- Drupal based content management system
- Fully featured referral system including data collection, calendars, plus email & sms notifications
- Advanced permissions to enable tiered access to all partner organisations
- Built-in intranet with document management facility to handle inter-organisation documents
Results
We were extremely pleased to be awarded this project; not only would we be helping LCAP – themselves a well respective and established 3rd sector agency in Liverpool, but we were also proud to design and deliver a referral system for the IFC project that would effectively help streamline the access and deliverability of financial advice to people who needed it the most.
As a result of our involvement, and the successful web design and development of such a highly complex system, we have been invited to bid on additional similar 3rd sector projects and have also been successful in securing a number of those projects.
The LCAP referral system is now being used by all Citizens Advice agencies, along with other smaller advice partners to streamline the case management and referral process. The website is accessible on desktop, mobile and tablet formats.
