Evidence and Insight: Placing People at the Centre of Service Delivery in COVID-19
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Introduction
This paper explores how funded programmes adapted their support during COVID‑19 by keeping people’s needs, preferences and voices central to service delivery. It shares cross‑programme learning about effective crisis‑response approaches.
It’s intended for funders, funding teams and organisations designing or adapting community support services.
Findings
The report found that organisations used a range of approaches to keep people at the centre of support during COVID‑19.
Key themes included:
ensuring that people’s voices continued to shape services
experimenting with remote co‑production
adapting remote and face‑to‑face delivery
offering blended approaches to maintain inclusion
It showed that external events created opportunities for communities to influence decisions and develop hyperlocal solutions, especially through youth led and neighbourhood-based action.
It highlighted concerns around the digital divide, and provides benefits, challenges and solutions for remote working.
The paper also showed gaps in whose voices were represented and noted that experiences of remote co‑production varied, with some groups finding it less accessible or meaningful.