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It is…. Getting Smart with Delivery Channels in Digital Inclusion Digital Inclusion in Austere Times Tuesday 16 th July 2013. QUICK INTRODUCTION . It is…. One of the original e-Government National Projects - Nearly 10 years old

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It is…

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  1. It is… Getting Smart with Delivery Channels in Digital Inclusion Digital Inclusion in Austere Times Tuesday 16th July 2013

  2. QUICK INTRODUCTION It is… • One of the original e-Government National Projects - Nearly 10 years old • Now owned by Kirklees Council & Only available for public sector bodies • Original remit to investigate TV as a channel of digital inclusion • Now publish partner content & transactional services across Sky, Virgin, mobile web, a range of apps, games consoles • Collective approach to technical development

  3. MULTI CHANNEL BRITAIN It is… Still millions offline 52% of UK adults own a smartphone SMART TV: 12% of homes INTERACTIVE TV: 56% of homes 25% of homes have a tablet 46% of adults accessing web via mobile 46% of adults used Facebook in last 3 months 72% of homes have broadband FROM IPSOS MORI – Q2 - 2013

  4. PARTNERS It is… • 130+ local authority, housing and health partners use our multi-channel solution • Range of national partners that ‘fit’ with digital inclusion, channels and local services • Solutions can integrate with back end systems to deliver end-to-end transactions (CBL, GP appointment booking, housing repairs etc…) • Allows partners to have a presence on multiple channels without • Capital investment • Technical resource • Minimising duplication & re-using content • Benefits from collaborative approach • Channel management & new channels

  5. CHANNELS – SERVICES – USAGE It is… • Usage Overview (Jan-June 2013) • 11,376,056 hits • 662,630 sessions • Most used channel: TV > Virgin • 4,200 Job searches a week • Partners benefit differently from the channels depending on their audience… • …And the services they provide… • …. And how much they promote • CBL on TV - Kent Homechoice • School Closures – Fife • Mobile working – Bristol • Local community angle – Kirklees • Free School Meals – Herts CC • Apps over all others – Amicus Horizon

  6. CHANNELS & DIGITAL INCLUSION It is… “Reaching that silent tenant can be difficult. How can tenants being on-line add customer experience alongside channel shift to reduce operational costs . “We are spending £250,000 upgrading our online functionality, yet currently only 10% of our residents have ever visited our site” Amicus Horizon

  7. CHANNELS & DIGITAL INCLUSION It is… “Reaching that silent tenant can be difficult. How can tenants being on-line add customer experience alongside channel shift to reduce operational costs . “We are spending £250,000 upgrading our online functionality, yet currently only 10% of our residents have ever visited our site” Amicus Horizon 68% of Amicus Horizon’s tenants have a mobile phone

  8. CHANNELS & DIGITAL INCLUSION It is…

  9. AMICUS HORIZON MULTI CHANNEL BENEFITS It is… • “Smartphones and their popularity made ‘My Landlord’ a perfect app to deploy. • “However it is the back office reporting of the solution that has brought more innovation to the organisation.” • Amicus Horizon

  10. AMICUS HORIZON MULTI CHANNEL BENEFITS It is… • Report arrives with all crucial pieces of information to initiate the repairs process (image, detail, location & availability) • Enabling prioritisation • Enabling AH to respond more quickly • Resulting in more efficient process • Word-by word view of report has improved scrutiny • In app communication decreases time to organise repair • Cross channel approach has led to a decrease in report handling costs: down to 80 pence from £4

  11. AGORA – A NEW WAY TO ENGAGE It is… Agora screenshot http://agora.lookinglocal.gov.uk/

  12. MUTI CHANNEL BRITAIN – GOING FORWARD It is…

  13. MULTI CHANNEL BRITAIN – GOING FORWARD It is…

  14. MULTI CHANNEL BRITAIN – GOING FORWARD It is…

  15. THANK YOU & QUESTIONS It is… ‘My Council’ JANE HANCER LOOKING LOCAL FOLLOW US ON TWITTER @lookinglocal Website: www.lookinglocal.gov.uk ‘My Landlord’

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