Together for Mental Wellbeing’s Digital Transformation: Unified Case, Incident, and Estate Management
Together for Mental Wellbeing is a national charity dedicated to supporting individuals with mental health issues to lead fulfilling and independent lives. The charity works with approximately 4,500 people every month across around 70 locations in England. Their services encompass community-based support, accommodation services, advocacy, and criminal justice support.
As part of their commitment to improving service delivery, Together embarked on a digital transformation journey with Pragmatiq to streamline their processes across case, incident and estate management.
The Challenges
- Disconnected systems: Previously used separate, disconnected systems for case management, incident reporting, and estate tracking, resulting in duplicated data entry, inefficiencies, and no central source of truth.
- Manual processes: Staff relied heavily on manual processes, including re-entering referral and assessment data across systems, increasing the risk of error and consuming valuable time.
- Lack of visibility: There was no way to view a complete client journey from referral through to move-on, and incidents couldn’t be linked to cases, limiting oversight and risk identification.
- Difficulty tracking compliance: Estate information was stored across spreadsheets and shared folders, making it difficult to track compliance tasks like gas safety checks, Legionella assessments, and equipment servicing.
- Lack of consistency: Maintenance works were often arranged independently by service managers, without consistent approval processes within the system. This created potential risks around quality, cost control, and due diligence.
- Reporting challenges: Reporting was inconsistent and time-consuming, with data spread across multiple sources, making it difficult to extract insights, evidence outcomes, or inform decision-making.
The Solution
Unified Case & Incident Management:
Together UK’s case and incident systems were consolidated into a single solution, with case management custom-built using Microsoft Power Apps, and incident management handled through Dynamics 365 Customer Service to leverage its specialised capabilities.
- Case management is structured around the client journey stages – Referral, Engagement, and Move-On.
- To support the Referral stage, intake workflows allow referrals via self-submission or professional sources, with guided forms to capture essential data and initial assessments, ensuring accuracy and consistency from the start.
- Once referrals are accepted, staff use the system to create and maintain personalised support plans, set measurable individual goals, and log all related activities including session details and notes. This stage includes built-in review management, enabling regular progress tracking and adjustments to support plans.
- The offboarding process is structured and documented, closing cases while preserving a full history for reporting and compliance.
- Incident handling is powered by Dynamics 365 Customer Service, providing a structured five-stage workflow with dynamic question logic tailored to incident types. This platform supports approval processes, document management, and full audit trails, and links incidents directly to client cases, enabling better risk management and compliance.
Comprehensive Estate Management:
To extend the value of the platform beyond casework, estate management functionality was introduced to centralise property and asset data and improve compliance, oversight, and operational efficiency.
Centralised Property & Asset Records:
- All property and asset information – such as rooms, boilers, and fire safety equipment – is stored in one secure Dynamics 365 database.
- This replaces fragmented spreadsheets, improving data accuracy and visibility.
Asset Compliance & Documentation:
- Compliance documents (e.g. gas certificates, electrical checks) are uploaded via SharePoint and linked to the relevant property or asset.
- Automated reminders help teams stay on top of key deadlines and reduce compliance risk.
Contractor & Works Management:
- Only approved contractors can be selected for work, with a structured request and approval workflow.
- Higher-cost jobs are flagged for estates team oversight, and completed works are reviewed and documented to ensure quality and accountability.
Role-Based Access & Oversight:
- Service managers manage local maintenance, while the estates team maintains visibility across all sites.
- Access is tailored by role, ensuring information is shared appropriately without losing control.
Integrated Dashboards & Reporting:
Service-specific dashboards deliver real-time insights into client progress, incident trends, and estate compliance status, enabling data-driven decisions and performance monitoring.
The Benefits
- Better coordinated care: By integrating case and incident data, staff can immediately see relevant risk history during client interactions. This reduces missed red flags, strengthens safeguarding, and ensures interventions are timely and informed.
- Improved accountability: Centralised property and asset records, with automated reminders and approvals, ensure critical compliance tasks like gas checks or maintenance jobs aren’t missed — reducing risk and maintaining safer environments.
- Accelerated access to support: Streamlined referral and assessment processes reduce delays from first contact to service engagement. Vulnerable individuals receive support faster, improving outcomes and reducing strain on frontline teams.
- Standardised service delivery: Guided processes within the system ensure consistent quality of care across all locations — helping Together deliver high-quality support regardless of region, service type, or staff experience.
- Data-driven insights: Dashboards provide insight into data that wasn’t easily accessible before across the disparate systems. This enables proactive service improvements and evidence of impact.
- Scalable & future-proof: Built on Microsoft technology, the solution is flexible to expand with Together UK’s evolving needs, including plans for advanced reporting through Power BI and new modules for business development.
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