Digital Service Delivery

1

www.connectassist.co.uk

The digital mix

2

Digital communication

Digital service

Digital Purchase

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Reasons why not!

“Our service don’t lend themselves to a digital approach”

“They are too old”

“What if too many people

found out about us and used

more services?”

We don’t have the money

“Our service users aren’t

online”

www.connectassist.co.uk 4

www.connectassist.co.uk 5

www.connectassist.co.uk 6

NCVO Member Helpdesk

www.connectassist.co.uk

Expertise in channel switching

Teacher Support Network growth through online channels

7

Switching to digital service channels

0

50000

100000

150000

200000

250000

2004 2005 2006 2007 2008 2009

Nu

mb

er o

f co

nta

cts

Agent assisted incidents Online self-service

www.connectassist.co.uk

Case study: Teacher Support Network

Increased cost-effectiveness

Cost per incident has reduced significantly

8

£0.00

£2.00

£4.00

£6.00

£8.00

£10.00

£12.00

2005 2006 2007 2008 2009

Co

st p

er in

cid

ent

www.connectassist.co.uk 9

Next steps

1 Commitment

2 Content

3 Multiple channels

4 Create user journeys

5 Integrated platform

www.connectassist.co.uk

Multi-channel systems

10

Self-assessment

Telephone calls

Surveys and feedback

Support online

Knowledge base

Mobile applications

Email

Face to face

Digital service platform

Facebook applications

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Sample user journey

Does their score

suggest that they

need help?

YES YES

NO

User asks a question System suggests five

possible answers One answer prompts a

questionnaire

Tailored advice is delivered

User signs up for newsletter

Email asks if they want a call-back

Webpage recommends

call

Telephone call generated

User journeys

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Next steps

1 Commitment

2 Content

3 Multiple channels

4 Create user journeys

5 Integrated platform

Digital Service Delivery

13

patrick.nash@connectassist.co.uk @pnashconnect 01443 827600 07900 241774

www.connectassist.co.uk