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Channel Rationalisation: Cost, Value and Partnership PSCSF 8 th May 2013 Gerald Power www.trapeze-transformation.com. Message 1: The game has changed. The origins of e-government. 1997 Cool Britannia. 2001 Apple i -pod, 10,000 songs in your pocket. 1999 office of the e-envoy - PowerPoint PPT Presentation
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Channel Rationalisation: Cost, Value and Partnership
PSCSF 8th May 2013Gerald Power
www.trapeze-transformation.com
Message 1: The game has changed
The origins of e-government
2001 Apple i-pod, 10,000 songs in your pocket
1999 office of the e-envoy£16.5M+ investment in e-gov
1997 Cool Britannia
Things could only get better and ‘e’ was good
Technology Uptake 2000-2012
Everything should be made as simple as possible, but not one bit simpler.
Albert Einstein
It’s a different landscape now2010 Greek debt reaches ‘junk bond’ status2008 Northern Rock fails
April 2013 UK down graded by 2nd credit rating agency to AA+
Universal Credit being piloted and austerity is the message
Triple dip recession?
Message 2: ‘self service’ is a
potential solution, but the proposition must be
right for you and the user
Realising SavingsIn principle self service allows savings in your two biggest spending areas :
• People: Possibly your biggest cost is paying salaries either directly or through a supplier
• Estates: Providing the estates, infrastructure and support these people need to do their jobs is often the next biggest cost
Attributing Total Cost to Services
Compiled from East Lothian Budget 2011/12 Values £/K
Understanding your customers
There is no point leading where service users can’t or won’t follow
MOSAIC – Looking at Most Prevalent Household Groups
In this SE LA almost 70% of the population was web ‘savvy’
Group E Middle income families in moderate suburban semis
10,886 19%
Group C Wealthy people living in the most sought-after neighbourhoods
7,858 13.7%
Group F Couples with young children in comfortable modern housing
7,546 13.2%
Group D Successful professionals in suburban/semi-rural homes
7,396 12.9%
Group H Couples & young singles in small modern starter homes
5,874 10.3%
But, 30% were not and we needed to know who they were and where they were
Message 3: Partnerships and enlightened self
interest is the future
PartnersMany organisations already recognise these important truths:
• Its often a minority of heavy service users that consume the majority of your resource
• These people are often the least able or willing to self-serve
• Its often the same group of individuals and families in contact with multiple local service providers
HousingBenefit
SocialServices
EmergencyHousing
HousingProvision
Education
StateBenefits
SocialLandlords
LocalAuthorities
DWP
Heavy service users typically have multiple service providers
HousingBenefit
SocialServices
EmergencyHousing
HousingProvision
Education
StateBenefits
SocialLandlords
LocalAuthorities
DWP
Phone/internet
TV/Sport/FilmsIndustry
Health
They are also consumers in the private sector…..
Mutual BenefitsOrganisations are increasingly recognising that:
• There is mutual benefit in looking beyond your organisations narrow remit
• No single organisation has the reach or resources to change the behaviour of this client group
• Together you probably do have the ability to influence these heavy users and get them self serving
Trapeze is Gerald Power & Sarah Fogden
There are more resources available at our websitewww.trapeze-transformation.com