Connect Digitally Making Channel Shift Happen Public Sector Channel Shift Forum Exeter - 7 February 2012 Lorna Peters, Business Improvement Lead GES <presenter> <reference>

Making channel shift happen Connect Digitally, a central/local government partnership, is leading local authorities in: Driving down service delivery costs Realising benefits and cashable savings Improving service quality for citizens Moving towards ‘digital default’

The Connect Digitally approach accelerates change by driving efficiencies and by clear benefits measurement

Identify barriers to delivery and take-up

Remove barrier or …..

Provide a route over or …..

Support with additional capacity and capability or …..

Debunk the ‘mythical’ barriers

Transfer solutions Cost calculators Business Case templates Guidance and toolkits Steps to Success (S2S) Minimum Features and Relationships tool endorsed by 13 suppliers Legal compliance Benefits dependency models, profiling, tracking Communications: library, forum, newsletters

Cashable savings reported by local authorities 10,000 fewer citizen calls to Customer Service in the renewals process, saving £20,000 Reduction in staff, saving £98,000 Reduction in office space, saving £6,000 Reduction in scanning costs saving £29,000 Reduction in letters and postage saving £22,000 Reduction in booklet/brochure printing £64,000 Reduction in debt accrual, saving £13,000 Reduction in data input by temporary staff £20,000 One morning’s work, including savings for citizens/schools/LAs/DWP, saving £11,000 Fewer queries from schools, saving £5,000 Improved audit process, saving £210,000

Improving satisfaction “Very, very good, I’m not good at reading and writing and I found it so easy – thank you” "its so much easier applying online using this service. i used the postal service before and my forms got lost in the post so this eliminates the risk. would be great if the schools advertised this as an option!" “I was very impressed that the application was straightforward to complete. I know of people who have not claimed for other benefits as they find it too difficult to complete forms” “The system ensured my son had free school meals without the worry …difficulty of paper application and posting issues …a fantastic experience considering the normal stresses of form filling, stamping, posting and checking. Ten out of ten. Couldn’t have been easier.”

Connect Digitally delivers channel shift Improving savings, service and satisfaction Join the Connect Digitally Community of Practice at: www.communities.idea.gov.uk