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

2. 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’

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

4. Identify barriers to delivery and take-up

5. Remove barrier or …..

6. Provide a route over or …..

7. Support with additional capacity and capability or …..

8. Debunk the ‘mythical’ barriers

9. 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

10. 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

11. 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.”

12. Connect Digitally delivers channel shift
Improving savings, service and satisfaction
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