MainStay and CDPSoft:
A Decade of Innovation in Multi-Agency Gateways
MainStay, a project led by YMCA Liverpool, partnered with CDPSoft in 2013 to set a new standard for housing and support services across the UK. The goal was simple but ambitious: to create a single point of access (SPOA) gateway where individuals seeking support could access various services through a unified, streamlined platform. Over the past decade, this partnership has matured into a dynamic collaboration that continues to shape the future of multi-agency coordination.
Setting the Foundation
The early days of the project focused on establishing the core system, a digital framework connecting multiple housing and support agencies. The emphasis was on intuitive design and efficiency, enabling all agencies to collaborate, integrating their support forms, and, importantly, allowing those in need to find support quickly and easily through just one comprehensive assessment.
Key Challenges
One of the main challenges encountered was the disjointed process for individuals needing support. Previously, clients had to go from one service to another, undergoing repetitive assessments and joining numerous waiting lists. They often visited as many as seven or eight services, repeatedly recounting their stories, with each assessment largely duplicating the last. This process was inefficient and left individuals disconnected from services, unaware of their status on various waiting lists.
Local authorities also faced significant barriers:
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Fragmented Service Access: Independent operation of agencies led to disconnected service pathways and slower responses to individual needs.
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Data Security Concerns: Agencies require a secure way to share sensitive information without risking user privacy.
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Limited Interoperability: A lack of system integration prevented effective collaboration between agencies.
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Complex Reporting Requirements: Burdensome reporting tasks were time-consuming, often limiting the flexibility of service providers.
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Demand for Real-Time Insights: There was a growing need for data that could enable timely, data-driven decisions to improve service outcomes.
Adapting to Evolving Needs
As the housing and support services landscape evolved, so did our approach. CDPSoft remained agile, adapting the system to meet these shifting demands. With the ability to access information through one system, individuals now only need to be assessed once. They’re placed on various services’ waiting lists, but they can check their status by calling a single number or logging into MainStay through a support worker. This streamlined process has enabled clients to access services faster and more accurately matched to their specific needs.
David Pugh, Director of Quality at YMCA Liverpool for MainStay, reflects on this evolution:
“We’re a gateway that’s grown from an initial ten providers to about 60 providers, and the system’s always been able to adapt to what we’ve needed and to make it feel that it’s individual to those services.
The solution that we’ve had via CDPSoft for the last 10 years has always enabled us to create what they need; it’s always been incredibly flexible.
It means citizens get the right support, faster.“
Key Achievements
Our collaborative work over the years has led to significant achievements, establishing the MainStay platform as a best-in-class multi-agency gateway:
- Unified Platform for Multi-Agency Access: A streamlined interface that allows individuals to access various services through a single entry point, eliminating repetitive assessments.
- Enhanced Data Security Features: Robust security protocols ensure data is shared safely, aligning with sector-wide privacy standards.
- Interoperability with Other Systems: Seamless integration allows agencies to work together effectively, providing a comprehensive view of the individual’s needs and histories.
- Flexible Reporting Tools: Customisable reports reduce admin burden, adapting to the reporting requirements of each agency.
- Real-Time Data and Analytics: Local authorities can now make informed, data-driven decisions. As David Pugh noted, “Local authorities were very happy because they didn’t have the actual numbers coming through to homeless services… it gave our local authority commissioners a lot of evidence in terms of being able to say there’s a lot more need for this service than was previously thought.”
A Testament to Improved Citizen Experience
The system has dramatically improved the experience for the people seeking services. Previously, citizens were forced to relay their personal stories at multiple locations. Now, they receive quicker responses and access services aligned with their specific needs, all with a single assessment. Additionally, local authorities benefit from increased transparency. Commissioners and service provider leaders can view up-to-date client data and the support provided, even clicking on individual cases to monitor incidents or check on service transfers.
This enhanced transparency has fostered much more honest conversations. Previously, data inconsistencies could mask real needs; now, data is both accurate and readily accessible, enabling decision makers to adjust KPI’s based on actual service delivery rather than assumptions. In David’s words, “Your data becomes much better… How providers work with a council becomes much better… We’re all living the truth with the same information.”
Transparency and Compliance
MainStay’s data-sharing enables commissioners to view client work, including real-time risk assessments, strengthening collaboration and supporting ethical, compliant decisions. This transparency fosters accountability, enabling commissioners to effectively monitor and improve service outcomes across agencies. With UK-based ISO 27001 data centres ensuring data sovereignty, all data is securely kept within the UK and locked with multi-factor authentication software access.
Defining ‘Best-in-Class’ Standards
Today, the MainStay platform, powered by CDPSoft, stands as a benchmark and industry standard where coordinated, person-centred support is equitable and impactful. It empowers agencies to work more effectively, share data securely, and enhance outcomes for individuals across the UK. By leveraging CDPSoft’s innovative software, MainStay has become a model for multi-agency collaboration, enabling real-time insights and fostering data-driven decision-making for multi-agency teams.
Looking Ahead
The future holds even more promise. Together, MainStay and CDPSoft are committed to evolving the platform as sector needs shift, always prioritising the efficiency, security, and adaptability of the system. This partnership exemplifies how long-term collaboration, guided by shared goals, can drive meaningful change in housing and support services.
Ready to Transform Your Service Access?
If you’re looking to implement a secure, single-point-of-access gateway that simplifies multi-agency collaboration and enhances service outcomes, CDPSoft is here to help. With over 30 years of experience delivering best-in-class, adaptable solutions for housing and support sectors, we’re ready to support your journey toward more effective, data-driven decision-making.
Contact us today for a demonstration of how our platform can transform access, improve transparency, and streamline support services for your organisation.