Following the introduction of Capita’s Advantage Impact web-based system, WDH’s services for vulnerable tenants at its 42 independent living schemes across Wakefield have now been fully digitalised, with all customer and scheme information stored electronically. Until the end of 2015, the schemes were all managed via paper and basic spreadsheets.
WDH and Capita reported that some of the benefits of the Advantage Impact system included improved record keeping and better access to customer information, faster resolution of problems, automated allocation of assessments to a dispersed workforce using workflows, reduced administration, and improved staff satisfaction.
Louise Smith, community support worker, WDH, said, “Since the Advantage Impact implementation began, our head-office team has been able to access information about tenants, their properties and schemes, without needing to travel or request it from the people at our independent living schemes.”
Darren Portman, care and health manager, WDH, said, “We have progressed from using paper records and having to travel around the district to access them, to using a completely paperless system accessible online. This is an excellent example of how digital working can improve efficiency and customer satisfaction.”
Keirron Goffe, head of business development for Advantage Impact, Capita, said, “Because the system can be used for any ‘people services’ and contract management and monitoring arrangements, WDH is now planning to deploy it in other areas beyond its independent living schemes.”