Digital services: reaching fathers Duncan Fisher

Children England Conference February 2013

Why digital?

1.More choice = more access

2.Take services to where people are

3.Improve efficiency

4.Reach reticent users – e.g. men

More choice

For every person who uses a walk-in centre• 10-20 will make a phone call• 100 will search on line

Teachers Support Network after adding digital

.

2004 2005 2006 2007 2008 20090

50000

100000

150000

200000

250000

Agent assisted incidents Online self-service

Num

ber

of c

onta

cts

Take services to where people are• 99% of 16-54 year olds use mobile phone

• Half of young people own smart phone – 244% increase in 2012; will soon be nearly universal

• 93% of people say they are confident using the Internet

Improve efficiency• Teacher Support Network: cost per incident

after adding digital

2005 2006 2007 2008 2009£0.00

£2.00

£4.00

£6.00

£8.00

£10.00

£12.00

Cost

per

inci

dent

Reach the reticent

• Language• Age• Gender

7

Free online advicee.g. formatted like a

Google search rather than a website

On-line engagement – forum, coaching, live chat,

phone

Intensive service – meeting, therapy, etc.

Info – Guidance - Intensive Support

More costFewer people

Digital service - not just communication

• A relationship over time – conversation• Case records for users• Confidentiality & security• Needs to be built into a CRM system

Maternity Assist

• Digital adjunct to maternity service• For NHS:

– save money– save midwife time– communicate public health messages– better service audit trail– better service quality = more competitive

• For families:– digital content spread over time, instead of a

barrowload of paper– more accessible midwives– DEFAULT INCLUSION OF OTHER MEMBERS OF FAMILY

www.Dad.info

• Men not socialised to seek help• Networks of fathers do not form because of

work• Want information and facts, not “help”• Next stage of Dad.Info: magazine – infotainment• Support services embedded in this