Case Study
Transforming Autism Programme Delivery: From Operational Overload to Scalable Digital Excellence
How we transformed programme delivery for Barnardo's Cygnet service with a comprehensive digital platform.
Problem Before
The Cygnet service at Barnardo's delivers specialised training programmes and educational content supporting families and carers of individuals on the autism spectrum. However, the service faced two critical operational challenges that were limiting its scalability and impact.
First, parents and carers referred to the programme had no centralised way to locate their nearest provider. This resulted in a high volume of inbound calls and emails, overwhelming a small administrative team and diverting resources away from programme delivery and improvement.
Second, the programmes themselves were distributed as printed material bundles. This approach made updates slow, costly, and difficult to manage across multiple providers. Content quickly became outdated, and the overall delivery format no longer reflected modern expectations for accessibility and digital engagement.
Cost of the Problem
Operational inefficiencies were consuming momentum. Managing enquiries alone absorbed an estimated 60–70% of the team's time and resources, pulling focus away from delivering and improving the programme.
At the same time, reliance on printed materials created friction across the entire delivery cycle updates were slow, coordination was manual, and content quickly became outdated. The result was a system that struggled to scale, adapt, or meet modern expectations.
The Solution
FDP designed and developed a comprehensive digital platform to modernise both access to the service and programme delivery.
We developed a public-facing website that serves as a central information hub for parents and carers. A key feature of the platform is an intuitive location-based search tool, enabling users to quickly find their nearest programme provider using radius-based filtering. This eliminated the need for manual enquiries and significantly improved user experience.
In parallel, FDP implemented a secure provider portal to digitise programme delivery. Our solution includes:
- A fully accessible online version of the programme content
- Centralised document management for providers
- Easily updatable materials controlled by the Barnardo's team
- Continued support for printable resources where needed
This dual-layered approach ensured both external users and internal stakeholders benefited from a streamlined, scalable system.
Measurable Outcome
The impact of FDP's solution was immediate and measurable:
- 75% reduction in inbound calls and emails, freeing up internal resources
- 99% provider satisfaction rate, reflecting improved usability and access to materials
- Significant reduction in printing and distribution overheads
- Enhanced agility in updating and improving programme content
As a direct result of these improvements, the Cygnet service gained recognition within Barnardo's, being nominated as one of the top-performing services in the North West. This elevated profile contributed to increased funding opportunities and reinforced the service's reputation for delivering high-quality, modern support.
FDP's digital intervention transformed a resource-constrained service into a scalable, efficient, and future-ready platform for programme delivery.
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