Published on February 13, 2014
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
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 Forums and chat rooms Works well with causes/issues/advice Needs seeding/moderation Provide for mobile access Rightsnet; MS forums Tapatalk app (free)
Location based services aka geo-social good Works well with causes/issues Crowd-sourcing Mobile access Lasa Advice Local (launches soon) Ushahidi
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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