1. Channel Rationalisation: Cost, Value and Partnership PSCSF 8 th May 2013 Gerald Power www.trapeze-transformation.com www.trapeze-transformation.com

2. Message 1: The game has changed

3. 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

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 2010 Greek debt reaches ‘junk bond’ status 2008 Northern Rock fails April 2013 UK down graded by 2 nd credit rating agency to AA+ Universal Credit being piloted and austerity is the message Triple 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’ Group E Middle income families in moderate suburban semis 10,88619% Group CWealthy people living in the most sought-after neighbourhoods 7,85813.7% Group FCouples with young children in comfortable modern housing 7,54613.2% Group DSuccessful professionals in suburban/semi-rural homes 7,39612.9% Group HCouples & young singles in small modern starter homes 5,87410.3%

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

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

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 Fogden There are more resources available at our website www.trapeze-transformation.com www.trapeze-transformation.com