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Delivering Channel Shift. Jayne Hilditch Corporate Services Director. Delivering Channel Shift. Digital Exclusion…. An Additional Channel. make it so good, people choose to use it Don’t take other stuff away. Speed of change…?. Put it in the ICT Strategy. Two words about the - PowerPoint PPT Presentation
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Delivering Channel Shift
Jayne HilditchCorporate Services Director
Delivering Channel Shift
Deciding to …How to …What to ….(take online)
Deciding to …
Digital Exclusion…
An Additional Channel
make it so good, people choose to use it
Don’t take other stuff away
Speed of change…?
2012 2013 2014 2015 20160%
50%
100%
OnlineF2FPhone
Put it in the ICT Strategy
Two words about the business case
exchanging ignorances
How to …
Probably not with the big guns…
Agile Project Management
Agile trumps Prince2 for web projects
Think about the skills needed
Procurement Hurdles
Avoiding the car crash of agile development v
procurement
Procurement Hurdles
MVP: fixed costPhase 2: time + materials
What to …(take online)
The Attention Economy(or, the ‘wiifim’ question)
Me
My Home
My Neighbourhood
The Landlord
Transactional• Rent account & payment details• Repair reporting & status• Common parts repair alerts• Service charge calculations• Tenancy & lease info
Transactional
• Embedded messaging system (like ebay).
– Cultural change for working practices
FuturisingPrepare for customer service in
public…
Feedback & Involvement
Feedback & Involvement(Getting involved with TVH)
…and maybe the unusual suspects
• Feedback on contractor performance• Consultation on policies• Identifying priorities• Extending reach of resident auditors
Community
Community(Getting involved with each other)
• Using the tools that are already out there…– Facebook - links to existing social networks– Meetup - groups, eg baby-sitting circles, shed-days– Eventbrite – to organise events– Post-code news-feeds
• User generated content