The Improvement Service sought to explore a typical ‘customer journey,’ in relation to the provision of money advice services, by conducting a customer analysis of the pathways taken and channels used to access money advice. The intention was to identify which steps were most likely to contribute to positive outcomes from the service user’s perspective. This was done by identifying which elements of the process were most likely to promote progression and which acted as barriers.
Arranging individual interviews with a range of service users who had accessed services using a variety of channels proved problematic and, as a result, the report primarily focuses on the customer journey experience in relation to face-to-face services.
The report’s key findings are:
A Social Return on Investment analysis carried out by the Improvement Service, in partnership with NHS Lothian, Dundee City Council and Granton Information Centre, found that every £1 invested in the co-location of advice workers in medical practices would generate around £39 in social and economic benefits. The benefits listed below – among others - were identified, measured and valued by talking directly to the people most affected:
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