Empowering Service Delivery Transformation During the Pandemic
Outcome Snapshot
- Successfully pivoted a face-to-face service deliver model to a fully virtual platform during the pandemic lockdown
- Identified key areas for growth and alignment through user feedback
- Enhanced service continuity
- Maintained operational continuity
About the Client
About the Project
The Challenge
When the COVID-19 pandemic lockdowns began, Cyffanol faced an unprecedented challenge: their face-to-face services and group sessions, which were essential to supporting women in crisis, could no longer continue in their traditional format.
The charity needed to quickly pivot to a virtual model, ensuring the same level of trust, safety, and engagement in a remote setting. This shift required a reimagined approach to service delivery that could still meet the needs of the women they support, while also empowering their leadership and on-site management teams to adapt to this new environment.
Architecting the Change
Partnering with Dot Projects to lead the strategic transformation of Cyffanol’s service delivery model we crafted a four-week, highly participatory virtual workshop that not only gathered user insights but also trained community leaders to manage the shift effectively.
By facilitating these sessions, we ensured that Cyffanol could continue delivering high-value services during the pandemic. Our role extended beyond basic facilitation—we used our expertise in creating psychologically safe environments to enable meaningful conversations and build trust among participants. Our unique approach combined intuitive space-holding with structured prompts, ensuring that all voices were heard and that the charity could adapt and thrive in a challenging time.
The Transformation
Using our multidimensional approach to change
We successfully transformed Cyffanol’s service delivery from an in-person model to a virtual platform that maintained the integrity and impact of their support services.
Through the development and facilitation of a four-week interactive workshop, we enabled the charity’s leadership and facilitators to gather critical insights directly from the women they support, which informed the development of new programs tailored to the pandemic’s constraints.
By applying our proven methodologies in creating safe and engaging virtual spaces, we helped Cyffanol redefine their service offerings and maintain their mission-driven impact despite the lockdowns. The transformation was not just about moving online—it was about preserving the heart of their work and ensuring that their community felt supported, heard, and empowered during a time of great uncertainty.
Empowerment, flourishing, and safety were the core themes identified as essential to the success of Cyffanol’s services.
Psychological safety is paramount in virtual environments, especially for vulnerable groups. Our approach to safe space creation was critical in achieving meaningful dialogue.
Facilitating interactive and participatory sessions allowed for real-time feedback, ensuring that the new service delivery model was both effective and aligned with user needs.
The Data Points
Themes Delivered
0
Virtual Sessions
0
Transition of Service
0
%
You may be asking "Is a project like this worth the investment?"
By developing a new service model and training community facilitators within just four weeks, we enabled Cyffanol to maintain their critical services during the pandemic lockdown.
This swift adaptation not only ensured the continuity of support for vulnerable women but also laid the foundation for a more resilient and scalable service delivery model.
Enhanced Service Continuity
Ensured that essential services were delivered without disruption during the pandemic, maintaining support for vulnerable women.
Increased User Engagement
Successfully engaged participants in a virtual setting, leading to better-aligned and more effective service offerings.
Sustained Organizational Impact
Enabled Cyffanol to stay operational and relevant, fostering long-term resilience and adaptability.
The ROI & Strategic Value
Maintained the uninterrupted delivery of essential services during a period when many organizations struggled to stay open, ensuring that women in need continued to receive support.
Successfully designed, tested, and implemented a new virtual service model in just four weeks, empowering facilitators with the tools and training needed to deliver impactful services in a digital format.
The new service model was not just a temporary fix; it provided a scalable framework that Cyffanol could continue to use post-pandemic, enhancing their ability to reach and support more women in the future.
I felt safe in sessions as the group were so supportive and it was totally confidential.