Chorley Council used its Circle of Customer Need methodology to better understand the needs of older people experiencing fuel poverty. This case study forms part of our demand management, adult social care, resource.
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Addressing the customer's needs at the first point of contact saves the council - and is customers - having to conduct multiple interviews and saves the customer from having to repeat the same conversations with different front-line staff or different organisations.
The approach generates operational efficiency savings and the estimated potential saving (depending on the complexity of the problem) is approximately £39.12 or 75 per cent per customer.