Gen3Block
Start here
Gen3Block
Sign inStart here
All case studies
Gov-Funded · Community

Unity in Diversity CIC

Social Support · 6 to 8 weeks, scoping to production

GDPR-First Digital Assistance Platform

A risk-aware triage and digital assistance platform built for a government-funded community organisation, with GDPR compliance and human oversight by design.

  • Risk-aware intake triage with GDPR consent and audit logging built in
  • Delivered from scoping to production in 6 to 8 weeks
  • Architecture designed to satisfy ICO requirements from day one
6-8 wks
scoping to live
GDPR
compliant by design
100%
human oversight
Visit theuid.uk
Unity in Diversity CIC
Unity in Diversity CIC
6-8 wks
scoping to live
GDPR
compliant by design
100%
human oversight

“The platform turns website visits into structured, trackable support journeys, and gives us the data to keep improving o…”

Allan Johnson-Mwangi

The situation

The starting point

Unity in Diversity supports men facing serious crises including housing loss, addiction, unemployment, and loneliness. Before this project, every referral arrived through a single static contact form feeding a shared inbox. Staff had no way to see who needed help most urgently, no audit trail for funders, and no data to demonstrate the impact of their work.

  • All referrals arrived in a shared inbox with no priority, no structure, and no tracking
  • Highest-risk cases had no automatic escalation, meaning urgent needs could be missed entirely
  • No audit trail for governance, ICO compliance, or funding applications
  • Staff spent significant time managing email instead of supporting the people who needed them
  • No data to show commissioners or funders what the service was actually achieving

What was delivered

What the Platform Does

A purpose-built digital assistance system that turns every website visit into a structured, trackable, and compliant support journey, from the first contact to case resolution.

  1. Structured Intake

    A 5-step, mobile-first intake form with trauma-informed language and real-time validation. Replaces the blank contact form with a safe, guided process that vulnerable users can trust.

  2. Automatic Risk Scoring

    Every submission is assessed on arrival. Four priority levels, Immediate, High, Medium, and Low, each with defined response targets. Urgent cases rise to the top of the queue automatically.

  3. Prioritised Case Queue

    Staff open one screen and see exactly who needs attention next, sorted by risk, filterable by category, with full case history, notes timeline, and staff assignment in one place.

  4. Role-Based Access Control

    Staff see only the cases and data their role requires. Managers, caseworkers, and admins each have distinct access levels enforced automatically across the entire platform.

  5. GDPR Audit Trail

    Every access, action, and change is logged. Retention periods are defined. Subject access requests and deletion procedures are built in from the start, not added on later.

  6. Funder and Governance Reporting

    The data structure was built to answer the questions funders and commissioners ask: how many people, what risk levels, what outcomes, and how quickly was each case responded to.

The outcome

The Outcome

A platform that changed how the service operates from day one, and a data foundation that makes growth and funding sustainable.

  • Structured intake replaced an untracked shared inbox from day one
  • Automatic risk-scored triage with defined response targets for all four priority levels
  • Single prioritised case queue: staff spend time on cases, not managing email
  • Full GDPR audit trail satisfying ICO requirements and funder governance checks
  • Delivered from scoping to production in 6 to 8 weeks
  • Replicable architecture ready to scale to other charity services

“The platform turns website visits into structured, trackable support journeys, and gives us the data to keep improving our service.”

Allan Johnson-Mwangi

Director, Unity in Diversity CIC

All case studiesStart your free assessment →