Connect Digitally

Improving Savings, Service and Satisfaction

Channel Shift and Self-Service Forum

The Barbican Centre - 18 May 2011

Amanda Derrick, Programme Director

Making channel shift happen

• Driving down service delivery costs

• Realising benefits and cashable savings

• Improving service quality for citizens

• Moving towards ‘digital default’

Connect Digitally, a central/local government partnership, is leading local authorities (LAs) in:

Connect Digitally approach

Connect Digitally

Identifying barriers to

delivery and take up

Transfer solutions and

measure benefits

Test solutions with early adopters

Determine solutions

Benefits Measurement

Efficiency

Service Improvement

Identify barriers to implementation and take-up

Technical Usability

Cost Awareness

Culture Accessibility

Legal Digital exclusion

Ownership Trust

Broadband coverage Organisational silos

Supplier Security

Partners (touch points) Data quality

Determine and test solutions

Technical Usability

Cost Awareness

Culture Accessibility

Legal Digital exclusion

Ownership Trust

Broadband coverage Organisational silos

Supplier Security

Partners (touch points) Data quality

Transfer solutions

• Cost calculators

• Business Case template

• Steps to Success (S2S)

• Minimum Features and Relationships tool endorsed by 13 suppliers

• Legal compliance

• Benefits dependency models and tools

• Benefits dependency models and benefits profiling

• Benefits tracking templates

Cashable savings reported by local authorities

• Improved audit process, saving £228,000

• Reduction in staff, saving £98,000

• Reduction in expenditure on leaflets, postage and manual entry of paper applications, saving £63,000

• Reduction in booklet printing, saving £49,000

• 10,000 fewer citizen calls to Customer Service in the renewals process, saving £20,000

• Improved audit process, saving £18,000

• Reduction in data input by temporary staff from 42 weeks to 5 weeks, saving £17,000

• One morning’s work, including savings for citizens/schools/LAs/DWP, saving £11,000

• Fewer queries from schools, saving £5,000

• Reduction in office space, saving £6,000

Improving satisfaction

– “Very, very good, I’m not good at reading and writing and I found it so easy – thank you”

– "its so much easier applying online using this service. i used the postal service before and my forms got lost in the post so this eliminates the risk. would be great if the schools advertised this as an option!"

– “I was very impressed that the application was straightforward to complete. I know of people who have not claimed for other benefits as they find it too difficult to complete forms”

– “The system ensured my son had free school meals without the worry …difficulty of paper application and posting issues …a fantastic experience considering the normal stresses of form filling, stamping, posting and checking. Ten out of ten. Couldn’t have been easier.”

Connect Digitally delivers channel shift

Join the Connect Digitally Community of Practice at:

www.communities.idea.gov.uk

Connect Digitally

Improving savings, service and satisfaction