Connect to Support Hampshire
“A truly all-age information and advice hub”
Overview
For almost 10 years, Hampshire County Council and PPL Innovate have partnered to make digital Adult Social Care and community information services simpler, more accessible and more effective.
Together, we have improved how residents and professionals access information, advice and support, while helping council teams work more efficiently. From creating an all-age Connect to Support portal to developing digital tools that help residents explore their care and support needs, Hampshire has continued to improve the way people navigate information and services online.
One place for information, advice and support
Hampshire County Council brought its Family Information and Services Hub (FISH) together with Connect to Support, alongside the Hampshire SEND Local Offer, creating a single, all-age information, advice and guidance portal.
More than 400 pages and 500 directory listings were migrated to the new portal, bringing information, local services and community support together in one accessible place.
Managing content through one platform also reduces duplication, with council teams able to make updates in one place rather than maintaining separate services.
Reaching more residents
The migration of FISH to the Connect to Support platform has significantly increased engagement with the service.
In the six months following migration, site users more than doubled from 18,695 to 38,246, while views increased from 65,422 to 181,762 - almost three times the previous level.
This growth demonstrates the value of bringing information and services together in a single, accessible portal, helping more residents discover trusted information, local services and community support.
“Bringing these resources together has helped transform the website into a truly all-age information and advice hub, supporting people from early years through to adulthood. It has created a more joined-up experience for residents and professionals, making it easier to access trusted information and support from a single platform.”
Louise Fagan, Hampshire County Council
Helping residents find the right support
As part of the wider digital journey from the Hampshire County Council website, the accessible Care Needs Checker gives adults and unpaid carers a simple way to explore their support options online.
Through a guided assessment, residents can understand what support may be available and, where further help is needed, submit their information directly to Adult Social Care.
Since launching, the Needs Checker has received more than 11,200 submissions, resulting in just over 8,300 referrals to Hampshire County Council. Around 2,900 did not result in a referral, enabling residents to explore their circumstances without progressing to Adult Social Care.
The service supports greater self-service while giving council teams information upfront, helping them make better-informed decisions and work more efficiently.
“Our online Initial Needs Self-Assessment Tool has been particularly valuable in helping residents understand whether they may be eligible for Adult social care support, providing a simple and accessible way to explore their needs and identify the most appropriate next steps.”
Louise Fagan, Hampshire County Council
Delivering Value
Together, the projects have:
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Encouraged self-service
Increased self-service and improved the quality of information submitted to Adult Social Care
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Centralised information
Created a single, accessible source of information for children, families, adults and carers
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Increased usage
More than doubled site users and almost tripled views following the FISH migration
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Reduced admin burden
Reduced duplication and the administrative effort required to manage content across multiple platforms
Hampshire County Council and PPL Innovate have worked together for almost a decade, with the partnership continuing to evolve as the council's digital needs develop.
“The PPL Innovate team has been knowledgeable, responsive, and collaborative throughout. They take the time to understand our requirements and work closely with us to deliver solutions, while providing ongoing support and expertise.”
Louise Fagan, Hampshire County Council
