In general, both the individuals experiencing financially vulnerability and TCP partners expressed positive attitudes towards the concept of the Hub. They felt that it would offer a centralised system that could potentially facilitate better access to support services and allow organisations to better support people through improved understanding and insights. Both groups, though, also expressed some concerns about the concept, including privacy and confidentiality issues, as well as communication and take-up of the Hub.
- Improved ease of access to support services… The provision of a one-stop-shop for individuals experiencing financially vulnerability, to have more of a wrap around support model, to access support from multiple organisations, and multiple services, was seen to be the key benefit.
- Increases resolution of issues… Accessing services, and referrals, from a single-entry point was identified as important to helping improve the timeliness and effective resolution of issues.
- Customer service standards… It is likely that customer experience and standards will increase, along with customer satisfaction, wellbeing and organisational outcomes, due to improved engagement with individuals experiencing financial vulnerability.
- Improved engagement will lead to improved outcomes… the Hub was believed to potentially provide faster access to services and support for individuals experiencing financially vulnerability, which in turn was believed would lead to increased capacity to resolve issues quickly.
- Provision of more comprehensive assistance… Being able to refer individuals to services which offer a broader scope of support across corporate, community and government sectors, such as financial counselling, other psycho/social support such as for family violence, gambling and substance addiction, disability, aging, other trauma, etc, more targeted assistance for individuals with a disability or from CALD communities, concessions and grants or employment assistance programs, was felt would assist people more broadly.
- The opportunity to build individual capacity… the Hub has the potential to connect individuals experiencing financially vulnerability to services which improve their financial capability.
- Awareness of Hub… The effectiveness of the Hub was believed to be dependent on the level of awareness and understanding among individuals experiencing financially vulnerability, as to the services it provides.
- Tailoring solutions to individual customer circumstances… The capacity of the Hub to be able to tailor solutions to individual requirements would be essential due to the diversity and complexity of individual circumstances, and different types of support required.
- Upholding strict privacy and security issues… Maintaining confidentiality of peoples circumstances and information and , and ensuring the Hub was not susceptible to hacking or data breaches, would be integral to customer and partner engagement.
- Perceptions of misuse of personal information… The inappropriate use of information was a factor that may limit the extent to which people would be willing to engage with the Hub.
- Independence of the Hub… Assurances as to how the Hub would be managed, as well as the perceived independence of the service providers were identified as key challenges. Clarifying and communicating these aspects of the Hub to both people and organisations was seen to be critical.
Design implications of research findings
Following the research, it was decided that the first concept design would be created from the perspective of the individual customer, with the initial thought being that they would be the main end user.
Co Design Workshop
The concept design was tested and interrogated by TCP corporate and community partners at a workshop held on December 4th 2018. Although there was consistent validation of the Hub concept, there were also a number of challenges highlighted. These included:
The ability to build trust…Currently, there is a large trust deficit in the system, including when interacting with both organisations and technology. In order for the Hub to be successful people need to feel safe and trust entering their information into a digital platform for use by their service providers.
The ability to create a consistent service experience…..It was made clear throughout the user research interviews and was reinforced in the partner workshop, that there was a disparity in the support available to customers and in the maturity of the service experience provided.
Legal and regulatory requirements across different industries…Each industry and sector has several legal and regulatory obligations that need to be upheld. It is unclear at this point where these obligations cross over and where they are industry specific. Intense interrogation supported by industry experts will be needed to map these requirements.
Lack of connection between corporate, government and community sector ... Each sector revealed a lack of understanding of what support is available outside of their organisation. It was highlighted that when an orgnaisation is in contact with a person who has a number of complex needs, they don’t have all the knowledge or access to do cross referrals which would maximise the connection to support for this person.
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