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Message 1: The game has changed

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

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Message 1: The game has changed

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  1. Channel Rationalisation: Cost, Value and PartnershipPSCSF 8th May 2013Gerald Powerwww.trapeze-transformation.com

  2. Message 1: The game has changed

  3. The origins of e-government 1997Cool Britannia 2001 Apple i-pod, 10,000 songs in your pocket 1999 office of the e-envoy £16.5M+ investment in e-gov Things could only get better and ‘e’ was good

  4. Technology Uptake 2000-2012 Everything should be made as simple as possible, but not one bit simpler. Albert Einstein

  5. It’s a different landscape now 2008Northern Rock fails 2010Greek debt reaches ‘junk bond’ status April 2013 UK down graded by 2nd credit rating agency to AA+Universal Credit being piloted and austerity is the messageTriple dip recession?

  6. Message 2: ‘self service’ is a potential solution, but the proposition must be right for you and the user

  7. Realising Savings • In 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

  8. Attributing Total Cost to Services Compiled from East Lothian Budget 2011/12 Values £/K

  9. Understanding your customers There is no point leading where service users can’t or won’t follow

  10. MOSAIC – Looking at Most Prevalent Household Groups In this SE LA almost 70% of the population was web ‘savvy’

  11. But, 30% were not and we needed to know who they were and where they were

  12. Message 3: Partnerships and enlightened self interest is the future

  13. Partners • Many 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

  14. Heavy service users typically have multiple service providers DWP Social Landlords Housing Provision State Benefits Social Services Education Emergency Housing Housing Benefit Local Authorities

  15. They are also consumers in the private sector….. DWP Social Landlords Housing Provision State Benefits Social Services Phone/ internet Education Health TV/Sport/ Films Industry Emergency Housing Housing Benefit Local Authorities

  16. Mutual Benefits • Organisations 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

  17. Trapeze is Gerald Power & Sarah FogdenThere are more resources available at our websitewww.trapeze-transformation.com

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