Template
Self-Directed Support: Reducing Process, Increasing Choice and Control
Case Studies
East Sussex County Council
Following on from the three workshops held on reducing unnecessary process we are seeking to include in
the write up of the workshops some case studies of emerging and established positive practice where
councils have reduced and/or improved their SDS processes. This template is designed to elicit information
with which to construct the case studies. Please complete as much as you can of the template. Please do
not hesitate to contact me if you have any queries (Tim.Parkin@hscpartnership.org.uk Tel: 07917050862
1. Please name and describe what you did.
Developed an online resource directory of care, support and wellbeing services, groups and organisations in the
county www.eastsussex1space.co.uk
This growing directory has been pre populated with details of some services in the county and also allows services to
register themselves direct.
Although developed through adult social care the directory is a hub for children’s and public health services.
2. What were your reasons for wanting to make changes in this area?
In response to the Putting People First programme, there was a requirement to make it easier for people to find
information about services and have these all in one place.
3. What were the specific improvements that were intended?
Information in one place enabling:
One website to search for local services

Easy to use

Up to date information

Easier to compare services

Opportunity to feedback about services

Raise awareness of the services available in the county enabling both staff and other agencies and/or
individuals (including those not eligible for funding from Social Care) to find out about new and innovative
services available to meet the needs of people needing care and support
4. What actions were taken to put the idea(s) into practice and who was involved in the
a) Planning the changes
A project was agreed to develop the online resource directory. Consultation was undertaken and a Development
Group was established to be involved in every element of the project.
The Development Group is made up from member of the public, staff, clients and service providers.
b) Making them happen (implementation)
The website www.eastsussex1space.co.uk went live in November 2012. There has been marketing across the county
alongside awareness raising sessions, presentations, attendance at roadshows and events.
Workshops are held on a monthly basis to take providers through the registration process if they do not wish to
register remotely.
1
Staff training notes are being updated to direct staff to use the directory to look for services when working with
clients and developing innovative support plans.
c) Review
There is an opportunity for people to feedback about the site and also directly about the services they use. We also
encourage providers to feedback on their registration experience.
We analyse all feedback and review any possible improvements that can be made.
We use google analytics to analyse activity on the site. This will be greater utilised to understand the visitor
experience as well as visitor stats.
We are working with Children’s Services and Public Health and will do an annual review of design and layout in
consultation with them.
We will work with providers to assess how many clients found them via the directory.
We will collect case studies on user experiences.
5. Briefly describe the improvements and outcomes achieved including anything that was less successful.
The directory is attracting many services and the diversity and number is increasing all the time. Visitor numbers are
increasing and staff are becoming more aware and pro active in using the directory.
6. Were any of the results surprising?
We created a ‘Choosing Providers’ guide for the directory giving tips for people when choosing care homes, home
care, service providers and day care. This page is to date in the top four pages being visited.
7. Do you think the improvements is sustainable and, if so, why?
Yes. The directory is an additional tool that will simplify the process for finding local services. It is free for providers
to register and free for people to search for services.
Enabling Children’s services and Public Health services alongside Adult Social Care provides a more holistic approach
that is more aligned to how people live rather than creating artificial boundaries that impose fragmented solutions
that can confuse and make it difficult for people to find what they need.
8. Are you planning to introduce further changes in this area? If so, please briefly describe
We are currently reviewing a potential roadmap for the directory that includes options including a register for
volunteers, PA’s, childminders, timebanking, swap/recycle and Homeshare.
Designing Journey Maps for support plans to help people determine what their needs and may be and what
opportunities are available for them.
9. Has there been any analysis of the costs and benefits of making the changes? If so, please briefly describe.
2
Register Costs and Benefits
Cost
Potential savings

Link to local social capital by working in partnership
with voluntary organisations and local businesses
 Utilisation of existing databases could be cost effective
– further investigation required.
 New development - single matching service to
potentially accommodate all areas – invest to save
Cashable:
Self service
o
Reduced phone calls
o
Reduced visits
This could be costed by working closely with PA’s.
Greater take up of preventative services
Non cashable:
Increased community capacity / asset based approach.
Earlier take up of services especially from self funders –
reduced risk of crisis situation
Increased accessibility
Promotes personal independence
Resource planning
Early identification of people who may soon meet the
social care eligibility criteria
Identification of market gaps
Journey Maps for support plans
Cost
Management and moderation
Potential savings
Development of the journey maps
Journey maps – updating and monitoring use.
Cashable:
Possibly identification of people who will become eligible
clients.
Non cashable:
Self sufficient users
Bringing more providers and visitors to site
Greater understanding of user requirements
Building trust
Giving the public a broader perspective
Resource planning
Identification of market gaps
Identification of market limitations
Identification of market resource pressures
10. How could this practice be taken up by others?
Develop a local directory . Work closely with providers, groups, voluntary orgs, charitable orgs and private providers,
engaging them in the concept and develoment. Consult with local people, users and staff.
Possible work with bordering authorities who may already have a directory.
Ensure all the information is easy to understand and written for the web – plain English, no acronyms.
Make it easy to use for all.
11. Any other information you would like to tell us
3
Contact for further information:
Lucy Tapley
East Sussex County Council
Project Manager - Transformation and Redesign
Lucy.Tapley@eastsussex.gov.uk
Tel no: 01273 335008
4