Procure the Latest Communication, Collaboration and Contact Centre Capabilities

The Connecting Wales platform allows any Welsh public sector bodys to procure the latest communication, collaboration and contact centre capabilities via the cloud. Easily scalable, quickly ramped up, efficient and effective at handling citizens in the health and social care environment.

Use Cases - CAV 24/7

As the coronavirus pandemic reached its peak in Wales, a primary care service was required which encouraged patients to safely attend hospital for treatment without putting themselves, others or health service workers at risk.

Using Cardiff and Vale University Health Board’s out-of-hours telephone triage service as a template, a 365 day per year call handling service – CAV 24/7 – was born swiftly through the Connecting Wales framework.

Because an out-of-hours service for Cardiff and Vale Health Board was already in existence and on the Connecting Wales platform, it was simple to scale-up a highly resilient and secure CAV 24/7 service, with additional functionality and users.

Because of the nature of the cloud-based platform, call handlers and clinicians could potentially work from home. The triage-system evenly spread workloads and hospital attendance.

Costs were based on the Connecting Wales framework agreement, which ensured easy and affordable procurement for public sector bodies, including health and social care organisations. Thanks to the framework agreement, the solution required no additional call charges for outbound call-backs from clinicians.

The success of the system means that it is still in operation today and has been used as a template for other services, such as the 111 press 2 urgent mental health service, launched by Cardiff and Vale University Health Board.

That service was established in record time, because it uses the same technology and call routing methodology as CAV 24/7 and sits on the same Connecting Wales community cloud platform.

“Establishing a sparkling new contact centre service in record time, with high functionality and reduced costs is what Connecting Wales is all about. The fact that CAV 24/7 helped to reduce A&E queues, protect patients and healthcare staff in these uncertain times, is an additional bonus. This type of triage service is likely to be a feature in future, and we are delighted that Connecting Wales has enabled the first of its type in Wales.”

Rob Thomas

Managing Director, Vale of Glamorgan Council