Single Point of Contact (SPoC)

Voluntary, Charity and Social Enterprise (VCSE) organisations play an

increasingly vital role in delivering public services. However, by excluding many

smaller VCSE organisations, the current system is failing. It is failing to get the

best services and outcomes for people and the best value for commissioners. A

Single Point of Contact (SPOC) model addresses this failure, as can be seen by

the case studies, but the model is not in widespread use. Our aim is to address


This report describes the SPOC model, how it works, the value it can bring and

the critical elements of a successful SPOC. It also provides examples of where a

SPOC is already allowing people to benefit from improved commissioning.

This paper aims to widen understanding of the model and help areas who wish to develop SPOC models by outlining the essential elements of a succesful SPOC model.

The paper also provides an evidence base to make the case for the value of the SPOC model.

It articulates the benefits of improved access to service provision, how co-production, simplifield referral on assessment processes and effective communication channels can be achieved by adopting a SPOC model.

10 Elements of a successful SPOC

10 Elements of a successful SPOC

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NAVCA - Improving Commissioning Through a Single Point of Contact

Improving_commissioning_through_a_SPOC_original (pdf)