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DIGITAL TRANSFORMATION...The role of communications in Channel Shift, Efficiency
& Citizen Engagement
Antony Paul & Tony BalarskyNeopost UK
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What is Channel Shift?
“...a strategy for migrating as many interactions as possible to
lower cost (digital) channels, whilst at the same time improving citizen
experience.”
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The speed of change....
0 10 20 30 40 50 60 70 80
75 Years38 Years
13 Years
3.5 Years
35 DaysTime to reach 50m users
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Why is Channel Shift important?
To deliver effectively, services need to be:
Easily accessible
Simple to use
Streamlined
Convenient
Cost effective
Robust
Through channels of choice
“Citizens expect high standards of service from many public and private sector organisations.
However, they can sometimes have lower expectations of local
government services.To meet the shift to cheaper and
more effective channels, expectations should be exceeded.”
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What does the Scottish Government say?
“Our vision for Scotland is a country in which:
Digital technology provides a foundation for innovative,
integrated public services that cross organisational boundaries and
deliver to those most in need and for services to business that
promote growth.”
Source: Scotland’s Digital Future
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What does this involve?
Personalised data and insight to create a
single citizen view
Mobile devices mean
citizens increasingly
have ‘anytime-anywhere’
expectations
Analytics help with Big
Data and more
proactive public
services
Cloud based IT
architecture to gain
flexibility and reduce
costs
New technologies
and social media to
serve citizens more
effectively
Interactive governance
and collaborative working can build more productive
public services
Source: Channel Shift white paper, Neopost
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insight
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Neopost Channel Shift survey
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Neopost Channel Shift survey
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Neopost Channel Shift survey
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Neopost Channel Shift survey
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Digital transformation Governmental focus
Growing the economy
Responding to user
expectationsReforming
public services
Renewing Scotland’s Public Services, guiding the future actions of:
Scottish Government, agencies & bodies
NHS Scotland
Local government
Police & fire services
Universities & colleges
digital first
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“...the ability to express an idea is nigh as important as
the idea itself.”Bernard M Baruch
Financier, Philanthropist, Statesman & Political Consultant
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Channel Shift in communications – areas for deployment
Omni channel communications
Maximising citizen engagement
through channel preference and reducing costs
Document digitisation
Reducing physical storage and
creating more effective
information retrieval
Digital workflow
Translating inbound enquiries
into digital formats to speed
response and improve citizen
experience
Data management
Consolidating multiple data
streams and silos into a single citizen view
E-invoicing
Reducing production times and speeding up
payment and receipt processes
Compliance
Utilising digital workflows to
increase control and create robust
audit trails
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The benefits of deploying Channel Shift
Between £134m and £431m Savings from digital transactions in local government
Between £25m and £45m Savings from consolidated digital publishing
Approximately £6bn overall Rationalising Government’s digital assets
“According to Government Digital Service between £1.7bn and
£1.8bn in annual savings could be realised through Channel Shift and
digital services”
Source: Government Digital Service
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Operational savings
£0.00£2.00£4.00£6.00£8.00
£10.00
£0.15
£2.83
£8.62
Savings through effective deployment:
Migration to web forms
Reducing physical post
Online interactions
Reduced wastage
Reduced complaints
Source: SOCITIM cost estimates
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