Channel Rationalisation: Cost, Value and Partnership

PSCSF 8th May 2013Gerald Power

www.trapeze-transformation.com

Message 1: The game has changed

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

Technology Uptake 2000-2012

Everything should be made as simple as possible, but not one bit simpler.

Albert Einstein

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?

Message 2: ‘self service’ is a potential

solution, but the proposition must be right

for you and the user

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

Attributing Total Cost to Services

Compiled from East Lothian Budget 2011/12 Values £/K

Understanding your customers

There is no point leading where service users can’t or won’t follow

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%

But, 30% were not and we needed to know who they were and where they were

Message 3: Partnerships and enlightened self

interest is the future

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

HousingBenefit

SocialServices

EmergencyHousing

HousingProvision

Education

StateBenefits

SocialLandlords

LocalAuthorities

DWP

Heavy service users typically have multiple service providers

HousingBenefit

SocialServices

EmergencyHousing

HousingProvision

Education

StateBenefits

SocialLandlords

LocalAuthorities

DWP

Phone/internet

TV/Sport/FilmsIndustry

Health

They are also consumers in the private sector…..

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

Trapeze is Gerald Power & Sarah Fogden

There are more resources available at our websitewww.trapeze-transformation.com