Access to Community Support and Services (ACSS) Project

Briefly describe the initiative/ project/service; please include your aims and objectives

The ACSS Project, funded by NHS Dorset, is a pioneering digital transformation initiative designed to improve service access for individuals with serious mental illness (SMI). By implementing the Open Referral UK (ORUK) data standard, the project created an integrated, interoperable dataset of community services, accessible through Digital CoProduction’s Service Finder tool (https://dorset.findservices.org.uk/). With over 375 frontline workers in Dorset using this tool, the project has significantly reduced barriers for vulnerable individuals seeking support, streamlining navigation across health, social care, and voluntary sectors. 

 

Building on its success, the project is now developing a public-facing interface to empower residents to independently access resources, fostering self-care and reducing reliance on statutory services. 

 

The ACSS Project aims to simplify how professionals and residents navigate community support, ensuring service information is transparent, accurate, and interoperable. It promotes collaboration across sectors, reduces duplication, and sets a scalable foundation for national adoption. Ultimately, the key project objective was to deliver better outcomes for service users while enhancing system-wide efficiency. We feel this aligns compellingly with the award’s focus on impactful innovation and service transformation. 

 

What are the key achievements? 

The ACSS Project has achieved significant results, exceeding its aims and setting a benchmark for improving access to community support services: 

 

1, Improved access to support services  

The Service Finder tool consolidated over 1,200 services into a single, standardised dataset, transforming how services are accessed. User satisfaction soared from 26% with previous directories to 87%, with 89% of users reporting confidence in the tool’s data accuracy. 

 

2, Enhanced efficiency and cost savings 

Standardising service data with ORUK reduced administrative burdens across sectors. TPX Impact estimated potential annual capacity savings of £900,000 if scaled to all partners. Frontline workers saved valuable time navigating services, allowing more focus on delivering care. 

 

3, Data accuracy and transparency 

Regular assurance cycles ensured a 93.7% data accuracy rate, with transparent error-reporting mechanisms fostering trust among users and stakeholders. 

 

4, Innovative digital transformation 

The introduction of features like time-of-day filters and map-based searches revolutionised service navigation, empowering users to quickly find tailored support. A new ORUK Aggregator tool, developed with Local Place Solutions, allows multiple collection points, data deduplication and assurance of accuracy and enables integration with frontline applications. 

 

5, Empowering self-care By making service information accessible to residents, the project’s public-facing interface will empower residents to independently find support, promoting self-reliance and reducing demand on statutory services. 

 

6, System-wide collaboration and scalability 

The project fostered strong partnerships between NHS Dorset, local authorities, and the voluntary sector, positioning Dorset as a leader in adopting interoperable systems. The success of the ACSS Project has garnered national attention, with Community Action Network invited to advise the Ministry of Housing, Communities, and Local Government (MHCLG) on future initiatives, showcasing the potential for replication across the UK. 

 

How Innovative is your initiative? 

The ACSS Project is a trailblazing initiative that has redefined how community support services are accessed and navigated, with innovation at its core. Key areas of innovation include: 

 

1. Adoption of data standards 

As one of the first projects in the UK to fully integrate the ORUK standard across a regional dataset of over 1,200 services, the ACSS Project addresses the persistent challenge of fragmented service directories. By creating a unified, interoperable dataset, it streamlines service access and reduces inefficiencies across sectors. 

 

2. Interoperability across systems 

The project’s standardisation of data enables seamless integration with other directories, including local authority platforms and NHS systems. This approach fosters cross-sector collaboration, breaking down silos and connecting health, social care, and voluntary services into a cohesive ecosystem. 

 

3. Digital innovation in navigation tools 

The Service Finder tool introduces advanced features like time-of-day filters, map-based searches, and keyword tagging to make service navigation intuitive and tailored to users’ needs. These functionalities address specific challenges faced by frontline workers and individuals in rural or underserved areas, ensuring accessibility and equity for all. 

 

4. Empowering self-care through public access 

The planned public-facing interface represents a shift in how residents engage with support services. By empowering individuals to find help independently, it reduces reliance on overstretched statutory services, fostering community resilience and self-reliance. 

 

5. Efficiency through technology and automation 

The project employs innovative technology to automate data assurance processes and enable provider-led updates, reducing administrative burdens and improving data accuracy (93.7%). It has also implemented the use of AI to simplify service descriptions, further driving operational efficiency and streamlining processes. 

 

6. Pioneering national adoption 

Dorset’s leadership in implementing ORUK standards has positioned the ACSS Project as a national trailblazer in digital transformation for community services. The project’s collaboration with bodies like the Ministry of Housing, Communities, and Local Government (MHCLG) enhances its impact and scalability, paving the way for wider adoption. By sharing National Services information in the ORUK data standard format, the project is making its innovative approach scalable across other council areas, furthering its potential for national impact. 

 

What are the key learning points?

The ACSS Project has provided valuable lessons in improving access to community support services and enhancing operational efficiency through the adoption of the ORUK data standard. Key learning points include: 

 

1, Fostering collaboration for success 

A crucial lesson was the importance of engaging stakeholders early and fostering collaboration across sectors to overcome resistance to change. Clear communication about the benefits of standardisation was key to building consensus and ensuring the project’s success. This collaborative approach is replicable and essential for achieving scalability in other regions. 

 

2, Co-design with users 

The co-design process with frontline workers and service users was integral to the development of the Service Finder tool. Their feedback directly shaped the tool, ensuring it met real-world needs and was user-friendly. This highlights the importance of involving end-users in the design process, a practice that can be adopted by other organisations to create tailored solutions. 

 

3, Addressing equity in service access 

The project’s analysis of the shared dataset revealed geographic disparities in service availability, particularly in rural areas. This insight guided targeted strategies to improve equity, and this approach—regular data analysis to address service gaps— can inform resource allocation and interventions in other regions. 

 

4, Empowering self-care and scalability 

The development of a public-facing interface marks a significant shift towards empowering residents to independently access support, reducing reliance on statutory services. Early user testing proved vital to ensuring accessibility and usability, and this self-service model, once proven in Dorset, can be scaled to other regions, enabling broader adoption and greater impact. 

 

The ACSS Project’s success offers a replicable and scalable model for transforming access to community support services. By addressing challenges such as resistance to change, ensuring data accuracy, and enhancing user experience, the project provides a clear blueprint for others looking to drive similar improvements in their communities. Collaboration, innovation, and a user-centred approach are fundamental to creating meaningful, long-lasting change.