In many social sectors, combining face-to-face contacts and online services (blended working) is self-evident. The retail, travel and banking sectors are examples. In the welfare and care sector, this evolution is only just beginning. However, inspiring practices are already being realised in special youth care, mental health care, general welfare work or CLBs. The help and services provided by PCSWs continue to lag behind in this area.
In this research and development project, we want to map out how PCSWs can increase their accessibility through online communication from six perspectives:
- What does customer centricity mean for PCSWs?
- How can customer focus be strengthened through online information?
- How can better customer-oriented contact be made with a PCSW employee by using online tools?
- How can online tools strengthen customer-centred pathway management from the PCSW?
- How can online customer-oriented feedback on PCSW services be organised?
- What are focal points for implementing customer-centric online tools to improve blended working in PCSWs?
The aim of this research and development project is for the sector to gain insight into inspiring blended help and service delivery opportunities. Furthermore, we also uncover the opportunities and barriers experienced by clients and grassroots workers. After all, without them, there is no blended help.
For the governments and umbrella organisations involved, these results are useful to develop policy incentives and guidelines.
E-learning package PCSW ne@rby
This e-learning package inspires PCSW staff to increase the accessibility of social services in PCSW and municipality through online communication.
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