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Using technology to help deliver Advice Services

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Information about Using technology to help deliver Advice Services
Technology

Published on February 13, 2014

Author: LasaCharity

Source: slideshare.net

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Using technology to help deliver Advice Services Miles Maier Twitter @LasaICT ICT Champion www.lasa.org.uk

Take-Aways  Move towards online service delivery  Technology barriers to providing advice  Case studies  Telling your story  Tips and tools

Triple Whammy  Increased demand on advice services  But….funding cuts reducing capacity  Digital by default  Digitisation of benefits system  9m UK adults not online > assisted digital

Towards online services  GOAL – respond to increased demand  Make info easy to access via multiple channels – web, email, phone, SMS  Personalised, location based info  Free or low cost, accessible to end user  Should always offer alternative channels  Shelter briefing: Shifting Channels

Online services  Self-service – FAQs, mobile apps  1:2:1 support – advice lines, live chat  Community support – user forums, social media, instant messaging  Location based services – where is….?

Self Service  Good for  signposting to quick answers  filtering out those who can self-help  freeing up advisor capacity  Use FAQs to signpost and self serve  94% of 16-24 yr olds accessed web via mobile device; for all adults it’s 61%.  ONS 2013: http://bit.ly/1iwMFHz

Mobile version

Moneywiz mobile app

1:2:1 Support  Live Chat     Embed in website Mobile access Post advice surveys Good for cases needing privacy (gambling, health, addiction, etc)  LiveHelpNow – from £13 p/m  Zopim – from £9 p/m

Community Support

Community Support  Forums and chat rooms  Works well with causes/issues/advice  Needs seeding/moderation  Provide for mobile access Rightsnet; MS forums Tapatalk app (free)

Tapatalk

Location based services  aka geo-social good  Works well with causes/issues  Crowd-sourcing  Mobile access Lasa Advice Local (launches soon) Ushahidi

https://crowdmap.com/map/southwarkadviceservices/

Telling your story community support  Telling your story > funding, campaigns, advocacy, agenda change, etc  Idealware Social Media Decision Guide  Objectives, audience, channels, measure, sustainable  Digital story-telling  (BBC audio slideshows, 50m views) http://tinyurl.com/m6gedlg

Tell your story – Dog’s Trust

Donated and Discounted CTXchange – donated software from Microsoft, Adobe, Syantec and others; http://ctxchange.org/ Getonline@home – computers and laptops refurbished to Windows 7 from £99 (UK charities and eligible individuals). www.getonlineathome.org/

Useful online services  Bulk SMS – www.bulksms.co.uk  Collaborate Google Docs and Office 365  File storage/sync – www.dropbox.com  Arrange meetings – www.doodle.com  Organise events - www.eventbrite.com  Internet telephony - www.skype.com  Instant Message - yammer.com

Free Lasa webinar Planning a New Website Initiative 2-3.30pm 27 February 2014 http://london4allwebsites.eventbrite.co.uk * Supported by London Councils

Twitter @LasaICT and @WatfordGap Web www.lasa.org.uk Rightsnet www.rightsnet.org.uk ICT Knowledgebase www.ictknowledgebase.org.uk

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