Childline, Ireland's essential 24-hour listening service for children and young people, handles over 100,000 calls annually.
For the ISPCC, accurate and secure data on these interactions is vital for service planning and funding decisions. However, their existing data system was outdated, inflexible, and costly to maintain, hindering operational efficiency and the adoption of new communication channels like web chat.
Dovetail collaborated with DigitalWell to address this challenge, developing a custom data capture and reporting solution on Microsoft Azure. This new system integrates directly with Childline’s Genesys Cloud platform, automating much of the necessary data collection.
Volunteers can now easily record call details, such as reason for contact, directly within their workflow, benefiting from a single, secure login. Data privacy is ensured through anonymization, encryption, and hashing, with analysis delivered via Microsoft Power BI.
The impact has been significant: Childline has realized annual savings exceeding €100,000 in software licensing. Management gains access to more timely and accurate data, supporting better decision-making. Crucially, volunteers can dedicate more time to supporting children and less to administrative tasks.