I'm intrigued about the multiplier effect. How could this be used when a service cannot turn people away, and its capacity also cannot grow with demand.
Yes, this was the case with the legal service. It's a longer answer, but to give one element of it here (the integration element). They are working on removing a percentage of their fairly laborious preliminary client screening / onboarding / eligibility checking by requiring that more of their clients come via partner social support agencies (they mostly have child protection, residential tenancy, mental health or other issues linked to their legal questions).
What they know from experience is that that legal issues are ONLY resolved when a client already has the other supports in place, so why not get them in place upfront? This has a double whammy on demand: it cuts down on labour required by the legal service, both at point of entry, and in ongoing case management, and it also means that the client is more likely to get a positive result because they're supported in other areas of their lives, requiring less input from lawyers.
It's a little like many years ago when I worked in disability employment services. We insisted that, in order to help someone with a mental illness get a job, we required that their condition be 'managed' and they be under the care of a psychiatrist or other professional. Anyone who didn't / couldn't / wouldn't do this, we said 'no' to, because we knew they wouldn't get a job that would stick.
And the negotiation skills we learnt with siblings choosing videos at the store!
"Question: What is the next on-demand horizon you’re narrowing for your customers?" - a timely question Andrew. Great one this week.
Multiplier effects struck a big chord with me today. Simple but effective in times of severely constrained public $
I'm intrigued about the multiplier effect. How could this be used when a service cannot turn people away, and its capacity also cannot grow with demand.
Yes, this was the case with the legal service. It's a longer answer, but to give one element of it here (the integration element). They are working on removing a percentage of their fairly laborious preliminary client screening / onboarding / eligibility checking by requiring that more of their clients come via partner social support agencies (they mostly have child protection, residential tenancy, mental health or other issues linked to their legal questions).
What they know from experience is that that legal issues are ONLY resolved when a client already has the other supports in place, so why not get them in place upfront? This has a double whammy on demand: it cuts down on labour required by the legal service, both at point of entry, and in ongoing case management, and it also means that the client is more likely to get a positive result because they're supported in other areas of their lives, requiring less input from lawyers.
It's a little like many years ago when I worked in disability employment services. We insisted that, in order to help someone with a mental illness get a job, we required that their condition be 'managed' and they be under the care of a psychiatrist or other professional. Anyone who didn't / couldn't / wouldn't do this, we said 'no' to, because we knew they wouldn't get a job that would stick.