Initial Challenges
During the COVID-19 pandemic, Westminster City Council faced the urgent and complex task of reaching and supporting over 11,500 vulnerable residents. Many of these individuals were elderly and shielding, grappling with heightened health anxieties, uncertainty, and social isolation. The impact of prolonged isolation, especially for those with limited digital literacy, intensified feelings of loneliness, disconnectedness, and helplessness.
These residents often lacked the digital skills necessary to stay connected with their communities and access critical support services online. Westminster City Council recognised the need for an efficient, compassionate approach to bridge this gap, ensuring that each resident received the attention, resources, and reassurance they needed. Addressing unmet needs, providing regular contact, and reducing the emotional toll of isolation became essential to safeguarding their wellbeing during an unprecedented time.
Yokeru implementation
Westminster City Council adopted Yokeru’s AI-powered call platform, allowing for regular, direct communication with vulnerable residents.
Broad Outreach: Yokeru’s platform enabled the council to reach 5.5% of shielding residents, a substantial increase over the national average of 0.89%, significantly boosting engagement.
Efficient Information Sharing: Using Yokeru, the council could quickly disseminate and collect crucial information from large groups, facilitating real-time support for those in need.
Process and Setup
Westminster City Council initiated a structured approach to stay connected with vulnerable residents through Yokeru’s automated platform. Bi-weekly calls, each lasting two to five minutes, were scheduled during regular waking hours to ensure accessibility for elderly and vulnerable individuals. The calls were designed to be straightforward and reassuring, allowing residents to respond comfortably to questions about their wellbeing and needs.
The system analysed responses in real time, categorising urgent cases and immediately updating the council’s case management system. This automated integration allowed council staff to prioritise and take prompt action, ensuring that residents received timely support. Additionally, by identifying common trends and issues across responses, the council could proactively address emerging needs, delivering preventive care to improve the safety and quality of life for residents during this critical time.
11,500 Households Reached:
Enhanced Engagement Rates:
The council reached 5.5% of shielding residents, far surpassing the national engagement average of 0.89%, enabling targeted support for a larger portion of the vulnerable population.
Instant Response Analysis:
Call responses were immediately analysed and integrated into the council’s case management system, facilitating rapid identification of needs and timely intervention, reducing the risk of individuals ‘slipping through the net.’
Achievements
A spokesperson for Westminster City Council said:
“The use of Yokeru reduces the chances of people ‘slipping through the net’ and enables rapid identification and support of specific community needs. This technology has made our community safer and better supported.”
Increased Operational Capacity: By automating outreach, the council saved substantial staff time, allowing resources to be reallocated to more complex, critical cases that required in-person support.
Enhanced Community Safety: The AI-driven calls identified specific community needs and provided preventive support, directly contributing to a safer, better-supported community.
Reliable, Real-Time Communication: The platform’s instant data analysis ensured the council had a live picture of residents' needs, supporting real-time adjustments and effective resource allocation.
“Yokeru’s AI Calls have made a great difference in how we communicate with residents, allowing us to get in contact with people quickly and identify their specific needs. During these difficult times, it’s important we stay in touch with our vulnerable residents to make sure they are supported.”
– Cllr Heather Acton, Westminster City Council Cabinet Member for Communities and Regeneration
Conclusion
Yokeru’s AI-enabled communication platform transformed Westminster City Council’s ability to engage with vulnerable residents. Through automated, real-time outreach, the council has improved community safety, prevented social isolation, and created a more responsive support system during challenging times.
Ready to transform your Community Care? Contact us today to learn how Yokeru can help you automate repetitive tasks and boost operational efficiency.
