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Challenges
Local authorities dedicate extensive time and resources to connecting residents with community services, handling over 2 million adult social care requests in 2021/22.
Each council has its own community service directory, but managing this information is difficult, often resulting in duplicated efforts within the same area.
Various organisations also store and share information differently, causing inconsistencies and making it hard for residents to find the right information.
Approach
Four councils collaborated to create the Open Referral data standard, which helps organise community service data so directories can communicate, add features, aggregate key data, and reduce duplication. Their goals were to:
- Expand user adoption of the standard and provide practical support.
- Deliver three demonstrator projects to evidence and refine the standard.
- Engage major consumers like the NHS and DWP, and support private sector uptake in service directory products.
Outcomes and benefits
The project delivered three digital products and strategic guidance:
- A new website for Open Referral UK detailing the data standard, its benefits, and adoption guidance.
- A developer-facing website to aid software developers in implementing the standard, with UX improvements and the new visual identity added during the beta phase.
- An online community forum for discussing and answering questions about the data standard.
- A video explaining the data standard and its purpose.
Implementing the standard enables real-time data sharing among councils, quicker information delivery to citizens, and better connectivity among communities and services. It also streamlines administrative processes and front-line staff work, potentially saving taxpayers millions annually.
Lessons learnt
Local Digital has supported Open Referral since 2018, starting with funding for a discovery project on data standards for local community services. As part of their updated approach in early 2024, they commissioned TPXimpact to analyse past work and guide future steps.
The report highlighted barriers to wider adoption of the standard, and Local Digital is committed to addressing these to benefit the sector. Over the next three years, they will create materials to ease adoption for councils and suppliers, including how-to guides and business cases.
Additionally, they will fund an Open Referral UK Cross-Government Advisory Group to endorse the standard, showcasing ORUK’s value and sustainability to encourage broader investment.
View original case study article at mhclgdigital.blog.gov.uk