Helplines Association

The Challenge was to modernise the labour-intensive, paper-based evidence-gathering process for THA’s Helplines Standard accreditation scheme.

Services used:
Digital Service Delivery

Background

The Helplines Association (THA) is the membership and good practice organisation for email, SMS, internet and telephone-based helplines. THA promotes good practice by publishing guidelines, running a membership scheme, Helplines Standard, training and consultancy. THA also supports helplines to network and share good practice via its online forum and regular meetings across theUKandIreland.

THA provides information to helpline users about what to expect from helplines and what to do if something goes wrong. It helps people find details of reputable helplines via their Online Helplines Directory.  It also campaigns on issues affecting helplines and helpline users.

The Challenge

To modernise the labour-intensive, paper-based evidence-gathering process for THA’s Helplines Standard accreditation scheme.

The Solution

To develop and implement an online method by which organisations working towards the Helplines Standard could submit their evidence. The system is powered by RightNow technology.

The Results

A streamlined and easy-to-use online evidence management system which reduces paper waste and postage costs for both THA and organisations working towards the Standard.

http://www.helplines.org.uk/

‘Connect Assist has developed a system that simplifies and speeds up the work that organisations have to do when working towards the Helplines Standard, and saves THA and its assessors time and money into the bargain. The system removes the burden of our previous paper-based process for all concerned’.

Mark Mclean

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