Initial Challenges
Hammersmith & Fulham Council needed to identify and support the needs of over 9,000 vulnerable residents, many of whom, especially elderly individuals and those with limited social support, faced heightened risks of isolation and loneliness exacerbated by the COVID-19 pandemic. Regular, meaningful check-ins were essential to detect needs and prevent anyone from slipping through the cracks.
Traditional outreach methods—such as manual calls and in-person visits—required extensive time, staffing, and resources, making them unsustainable at this scale. The council needed a scalable, adaptable solution that could connect personally with residents of varying ages and digital literacy levels, monitoring for signs of isolation and unmet needs.
For Hammersmith & Fulham, adopting a solution that combined operational efficiency with a human touch was critical, ensuring each resident felt seen, heard, and supported.
Yokeru's Implementation
Hammersmith & Fulham Council adopted Yokeru’s AI call platform, which uses advanced, human-like voices to maintain regular contact with residents.
Personalised Communication: The AI platform delivers informative, compassionate messages about council services and asks structured questions, allowing residents to respond easily through their phone’s touchpad or by speaking directly.
Efficient Information Gathering: The platform systematically gathers valuable data on each resident's needs, creating a real-time resource for the council to prioritise urgent cases and provide timely interventions.
Process and Setup
Calls were scheduled at regular intervals, using AI to create a consistent, engaging experience. Residents received these calls during regular hours to ensure accessibility, and the platform instantly analysed responses, automatically updating the council’s case management system with critical information. This seamless integration enabled the council to address emerging needs swiftly and effectively, while trends and recurring issues were tracked to support proactive, preventive actions.
1,000 Households with Unmet Needs Identified
Efficient Monitoring of 9,000 Households
Yokeru’s platform allowed the council to oversee all 9,000 households efficiently, making regular, meaningful check-ins possible on a large scale.
Significant Time Savings
For every hour of automated AI calls, 225 hours (equivalent to 32 working days) of traditional call centre time are saved, freeing up staff for more critical, hands-on support.
Achievements
Setting a Precedent for Innovation:
Hammersmith & Fulham Council was Yokeru’s first customer, and their early adoption of AI-driven community support has set a benchmark for how local governments can leverage technology to provide responsive, compassionate care at scale.
Rapid, Real-Time Communication: Yokeru’s AI system enabled Hammersmith & Fulham Council to communicate with residents continuously, providing real-time insights that supported fast, data-driven decisions and improved service delivery.
Increased Operational Capacity: Automation allowed the council to reallocate resources from routine check-ins to in-depth support for residents with more complex needs, enhancing overall service quality.
Long-Term Community Support: By identifying recurring patterns and potential risk areas, the council could implement preventive measures, contributing to the long-term wellbeing and safety of the community.
“By engaging and following up on thousands of residents in the borough who are shielding from coronavirus, Yokeru is helping commissioners bridge the gap between health and social care to address unmet needs at a time of national crisis"
-Dr Austen El-Osta, director of the Self-Care Academic Research Unit and manager at Imperial College Department of Primary Care and Public Health
Through Yokeru’s AI-powered platform, Hammersmith & Fulham Council has transformed its approach to resident care, creating a scalable and responsive support system that meets the needs of vulnerable individuals. This case study demonstrates the value of AI in enhancing community support, ensuring timely, proactive care, and setting a new standard in local government responsiveness.
Ready to transform your Community Care? Contact us today to learn how Yokeru can help you automate repetitive tasks and boost operational efficiency.
