ENGINE PUBLIC

Family Information Direct for the Department for Education

Define

Being a parent is rewarding, challenging, fun and frustrating. Every parent needs support sometimes, but nobody wants to be lectured. And in a diverse society, a one-size-fits-all approach simply doesn’t work.

In order to improve outcomes for children and young people, Family Information Direct for the Department for Education (DfE) asked us to help them redefine the provision of information and support services for families, in ways that make the most of new technologies.

Design

We examined the ways in which parents find information and support, and how this is changing as a result of the increased use of web, mobile, and social media.

We used this to design a strategy that provides information to parents using an extended set of telephone helplines, a range of web-enabled services and social media, instant messaging, syndicated print, video and audio content, and a multichannel online service directory.

Deliver

Working with a wide range of partner organisations and under the new title of Family Information Direct, the DfE has been able to significantly increase the number of parents supported - over 3 million so far.

By making better use of digital channels the Department has also been able to reduce the cost per parent helped.

Perhaps most importantly, by providing support for parents where they need it, when they need it and through channels they trust, Family Information Direct is helping to improve the lives of children and young people across the country.