Using technology to help deliver Advice Services
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Transcript of Using technology to help deliver Advice Services
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Miles Maier Twitter @LasaICTICT Champion
Using technology to help deliver Advice Services
www.lasa.org.uk
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Take-Aways
Move towards online service delivery
Technology barriers to providing advice
Case studies
Telling your story
Tips and tools
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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
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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
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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….?
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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
Self Service
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Mobile version
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Moneywiz mobile app
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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
1:2:1 Support
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Community Support
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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)
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Tapatalk
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Location based services
aka geo-social good
Works well with causes/issues
Crowd-sourcing
Mobile access
Lasa Advice Local (launches soon)
Ushahidi
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https://crowdmap.com/map/southwarkadviceservices/
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Telling your storycommunity 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
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Tell your story – Dog’s Trust
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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/
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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
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Free Lasa webinar
Planning a New Website Initiative
2-3.30pm 27 February 2014
http://london4allwebsites.eventbrite.co.uk
* Supported by London Councils
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Twitter @LasaICT and @WatfordGap
Web www.lasa.org.uk
Rightsnetwww.rightsnet.org.uk
ICT Knowledgebasewww.ictknowledgebase.org.uk