Message 1: The game has changed
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Transcript of Message 1: The game has changed
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Channel Rationalisation: Cost, Value and Partnership
PSCSF 8th May 2013Gerald Power
www.trapeze-transformation.com
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Message 1: The game has changed
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The origins of e-government
2001 Apple i-pod, 10,000 songs in your pocket
1999 office of the e-envoy£16.5M+ investment in e-gov
1997 Cool Britannia
Things could only get better and ‘e’ was good
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Technology Uptake 2000-2012
Everything should be made as simple as possible, but not one bit simpler.
Albert Einstein
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It’s a different landscape now2010 Greek debt reaches ‘junk bond’ status2008 Northern Rock fails
April 2013 UK down graded by 2nd credit rating agency to AA+
Universal Credit being piloted and austerity is the message
Triple dip recession?
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Message 2: ‘self service’ is a
potential solution, but the proposition must be
right for you and the user
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Realising SavingsIn 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
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Attributing Total Cost to Services
Compiled from East Lothian Budget 2011/12 Values £/K
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Understanding your customers
There is no point leading where service users can’t or won’t follow
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MOSAIC – Looking at Most Prevalent Household Groups
In this SE LA almost 70% of the population was web ‘savvy’
Group E Middle income families in moderate suburban semis
10,886 19%
Group C Wealthy people living in the most sought-after neighbourhoods
7,858 13.7%
Group F Couples with young children in comfortable modern housing
7,546 13.2%
Group D Successful professionals in suburban/semi-rural homes
7,396 12.9%
Group H Couples & young singles in small modern starter homes
5,874 10.3%
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But, 30% were not and we needed to know who they were and where they were
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Message 3: Partnerships and enlightened self
interest is the future
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PartnersMany 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
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HousingBenefit
SocialServices
EmergencyHousing
HousingProvision
Education
StateBenefits
SocialLandlords
LocalAuthorities
DWP
Heavy service users typically have multiple service providers
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HousingBenefit
SocialServices
EmergencyHousing
HousingProvision
Education
StateBenefits
SocialLandlords
LocalAuthorities
DWP
Phone/internet
TV/Sport/FilmsIndustry
Health
They are also consumers in the private sector…..
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Mutual BenefitsOrganisations 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
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Trapeze is Gerald Power & Sarah Fogden
There are more resources available at our websitewww.trapeze-transformation.com