Previously, parents would simply submit their application for a child place and then wait for a response. At Partou, much of that waiting period is now a thing of the past. Recently, we implemented an innovative online planning tool that has significantly streamlined and automated the enrolment process. Parents now immediately know where they stand; they can see at a glance which days have openings for their child at their preferred setting and the associated costs. If they choose, they can finalise the enrolment directly without needing to interact with a staff member or deal with paperwork.
“We have tried to digitise as much of the planners' standard work as possible with this tool," explains project leader Lex van der List. "The foundation of planning involves combining available information: understanding parents' needs and identifying available spots.” “However,” he quickly adds, "software cannot interpret all available information. There are always exceptions or special circumstances that present opportunities that the online tool cannot deduce. This is where human input of planners remains crucial. By digitising of the initial steps, planners now have more time for these critical tasks.”
Lex, who has been with Partou for ten years, played a key role in developing the planning tool. “We wanted to enable self-service for parents, putting them in control of the enrolment process so they can enrol at any time they choose," he explains. “Previously, this process was quite frustrating for parents, as they were unsure of how quickly they would receive a response. No modern, new parent wants to deal with that kind of uncertainty."
More transparency
The project leader emphasises that the new tool provides that transparency. Parents enter a few details, such as postal code, child's age and type of care needed, and the system quickly presents the available options. “Of course, it's possible that the nearest childcare facility may not have openings at the desired time," Lex adds. “However, the system immediately offers alternatives. Often, a parent opts for the nearest setting, although sometimes there may be availability at a location on their commute, for example.”
With the tool handling the initial steps for parents, planners have more time for special requests or specific requirements, explains planner Esther Koek, who, along with her colleague Angelique Heijsman, has been involved in the project from the beginning. In the past, planners received all enrolments and childcare requests via email. Now, enrolments are increasingly evaluated automatically through the planning tool. "I was initially cautious because I thought our services wouldn't be as necessary with these changes," she admits. "But the opposite is true. This innovation has actually given us more room to provide an extra level of service for parents. Providing tailored solutions always involves human input: we are the important finishing touch to the tool."
Better overview
Planners now have a 'bird's-eye view' that the system itself does not. "Sometimes, by making adjustments, we can accommodate more children,” explains Esther. “If a change from current customers frees up space, we immediately see where we can accommodate new children or how we can optimise the use of child places or the deployment of the early years staff.”
Due to the new system, managers at Partou settings also gain better insights into childcare demand and parental needs: “This is how we address waiting lists for childcare. Based on the information we receive, we also consult with the nursery managers on how they can structurally optimise their group arrangements."
A next step is the so-called waiting list manager, a project Partou is currently experimenting with. This is a unique system that monitors for available places 24/7 and assists parents on the waiting list with immediate feedback. The system is set to be further rolled out in 2024; the goal is to have over three-quarters of all settings connected to this waiting list manager by next year. “However, as planners, we still need to create the ever-changing, optimal conditions for the planning tool to work effectively," confirms Esther. “There will always be a need for human intervention for exceptions or situations and tasks that are difficult to analyse."
A commitment to care
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