Carers UK

Every year, 4.3 million people become unpaid carers. That’s 12,000 people a day. Often these people do not recognise themselves as being carers. 61% of carers are uncertain about what practical support they can access, with some not having access to the internet, smart mobile devices or social support. The solution’s aim was to reach these people.

The charity identified an innovative approach so carers without an internet connection could still access their support resources and services. With a plan in place, in-house scripts produced, and the flow of how they wanted to deliver the service developed, they then looked to partner with a company with the right experience in the industry to help make their plans a reality. That's where we stepped in.

We love the work Carers UK provides and wanted nothing more than to deliver a service that would heighten their already exceptional communication efforts.

Carers UK knew they wanted to deliver something different. Their plan was for an automated system to deliver on-demand advice via telephony, driven by keypress on a handset. They knew that as well as this being accessible, it also needed to be free of charge to the end user, with carers facing enough financial pressures already. The last requirement was that it had to be modular, being able to grow and adapt as new audio resources were put online.

Focus Group proposed a completely bespoke and advanced Interactive Voice Response (IVR) audio solution attached to a freephone number. This would enable unpaid carers to contact Carers UK through a simple dialling system and find the right answers to their questions through an innovative information service tailored to their needs.

Through this bespoke IVR solution, unpaid carers across the UK can now quickly and easily access vital information - across a wide range of topics - simply by calling a freephone number, ensuring they receive relevant and timely information.

Plus, the solution's flexibility allows for ongoing adjustments, meaning even better services for carers and their valued needs.

With an estimated 5.7 million carers in the UK, and around 10% potentially lacking any access to online support resources, this solution targets a critical segment of the carer population.

By leveraging advanced technology and a user-centric approach, Carers UK now has a scalable, customisable, and highly accessible service that puts the people on the phone line first.

This initiative not only enhances communication and support for carers but also demonstrates the potential of innovative solutions to address complex challenges in the social care sector.