At the onset of the Coronavirus pandemic, I was involved in digitalising a number of aspects of its 100+ face-to-face services over a two-week period. Our advice helpline for people with criminal records issues changed overnight. It became inundated with calls from prisoners who were facing lockdown with the virus in prisons while basic essentials ran out or who were facing a host of new problems on release.
With the helpline team, I was able to develop FAQs and make comprehensive updates to its advice on the Nacro website. I adapted a responsive feature that I’d previously commissioned. This helped me to create an information hub with tab features to make the information as accessible as possible.
In terms of uptake, unique user views of this information have increased by 17% per week since launch.