Presentation at ruralnet|2004: - To present a framework for planning the future delivery of rural services - To put ICT in its place This presentation is backed by a DRAFT paper which is available from ruralnet|uk website 'Resources'

1. Rethinking rural services Simon Berry ruralnet|uk [email_address]

5. Supply or demand?

8. So what is an MSO? Post Office ICT Access Centre Meeting Room Community Office ICT Training Adult Education Police Services Citizens' Advice Bureau Library Legal Advice Surgery Prescription Collection & Delivery Hairdressing Credit Union Homework Club MP's Surgery Junior Internet Club Rural Stress Help Desk Chiropodist Tax & Benefits Information Parish Council Office Cash Point Shop

13. Service components - a library service Books shelves Cash payments (fines) 'Spin-off' social interaction Librarian Catalogue Physical Social Expert Information

14. Service components - a medical service Examination Treatment Placebo effect 'Spin-off' social interaction Paramedic Nurse Doctor Information on health and well-being Physical Social Expert Information

15. Service components - a job seekers' service Potential for networking with other job-seekers/ employers Advice, guidance and mentoring Jobs available Training available Locations of jobs and training Physical Social Expert Information

16. Service components - a pensioners' lunch club Lunch Leaflets Cash payment mechanisms Peer support Visiting experts Rights, benefits, health, leisure opportunities etc Physical Social Expert Information

17. Service components - a retail service (hard goods) Distribution warehouse and network. No local physical space required Cash payment mechanisms None Product compari-sons Consumer feedback Catalogue of goods Non-cash payment mechanisms Physical Social Expert Information

18. Service components - a retail service (soft goods) Viewing, touching, feeling and trying on the goods Immediate purchase Cash payment mechanisms Incidental. Shopping as a leisure activity None? Availability, price and commodity range Non-cash payment mechanisms Physical Social Expert Information

19. What's the point of all this? Virtual reality? Peer to peer online forums Online dating Online expert systems Experts Online Website Email Ezines Community spaces Retail spaces Service spaces Clubs Workshops Courses Face to face meetings Editorial Adverts Leaflets Newsletters Physical Social Expert Information

21. NHS Direct - delivering expertise - the technology + Expert Systems

22. NHS Direct

23. ICT and the social function - The Guardian Soulmates service

24. Oh no! - venues, vans and VDUs

25. New thinking - new outcomes Information Library catalogue on the web Expertise Librarians on the phone Physical/social Books in the MSO

27. 24/7 librarians announced! 5. 'Can We Help You?' - 24/7 Librarians The next phase of the hugely popular People's Network project is a suite of online services providing a national web presence for England's public libraries. The first of these, the People's Network Online Enquiry Service, will be launched to the public in 2005. Using chat and email technology it will deliver a real-time information service by providing 'live' access to library and information professionals across the internet. Country/Regional Focus: England Themes: libraries, culture, ICT Web: http://www.mla.gov.uk/news/snippets.asp?month=10&year=2004#733 04 October 2004 © Museums, Libraries and Archives Council Item 5, xPRESS Digest, Tuesday 05/10/04

28. Oh no! - NHS Direct kiosks . . . what's missing is integration . . . remember that single mother?

29. So, locations are needed . . . - approaches to co-location Serial co-location (eg traditional village hall) Parallel co-location Service integration time ->

30. Integration at work - the Bromley By Bow Centre GPs employed by the community Community-run MSO GPs recommend art classes Single reception 2,000 users, 125 activities a week

31. Integrated Service Provision - the forces for and against against for Fits user needs Saves money Rewards & motivations Protection of status Project champion M&E methods Technology Government policies Support systems Departmental financing Legal issues VCS

33. M ulti- S ervice O utlet I ntegrated S ervice P rovision Focus on user need Appropriate use of ICT Integration at all levels MSOs ICT Systems :-)

34. Focus on meeting the integrated needs of service users