Presentation: Digital Service Delivery: While many charities communicate and fundraising digitally, few deliver digital services. Learn how to do this easily and how NCVO’s member helpdesk went from analogue to digital.
•
1 gefällt mir•436 views
This document discusses digital service delivery and reasons for organizations to move services online. It provides examples of how the Teacher Support Network grew through adopting online channels, reducing their cost per incident. The document outlines next steps for organizations which include commitment, developing content, using multiple channels, creating user journeys, and integrating platforms. User journeys and examples of a multi-channel system are also presented.
Empfohlen
Empfohlen
Weitere ähnliche Inhalte
Ähnlich wie Presentation: Digital Service Delivery: While many charities communicate and fundraising digitally, few deliver digital services. Learn how to do this easily and how NCVO’s member helpdesk went from analogue to digital.
Ähnlich wie Presentation: Digital Service Delivery: While many charities communicate and fundraising digitally, few deliver digital services. Learn how to do this easily and how NCVO’s member helpdesk went from analogue to digital. (12)
Mehr von Aspire Knowledge
Mehr von Aspire Knowledge (10)
Kürzlich hochgeladen
Kürzlich hochgeladen (20)
Presentation: Digital Service Delivery: While many charities communicate and fundraising digitally, few deliver digital services. Learn how to do this easily and how NCVO’s member helpdesk went from analogue to digital.
- 2. The digital mix Digital Digital Purchase communication Digital service www.connectassist.co.uk 2
- 3. Reasons why not! “Our service don’t lend themselves to “They are too a digital approach” old” “What if too We don’t many people “Our service found out about have the users aren’t us and used money online” more services?” www.connectassist.co.uk 3
- 6. NCVO Member Helpdesk www.connectassist.co.uk 6
- 7. Expertise in channel switching Switching to digital service channels Teacher Support Network growth through online channels 250000 200000 150000 Number of contacts 100000 50000 0 2004 2005 2006 2007 2008 2009 Agent assisted incidents Online self-service www.connectassist.co.uk 7
- 8. Case study: Teacher Support Network Increased cost-effectiveness Cost per incident has reduced significantly £12.00 £10.00 Cost per incident £8.00 £6.00 £4.00 £2.00 £0.00 2005 2006 2007 2008 2009 www.connectassist.co.uk 8
- 9. Next steps 1 Commitment 2 Content 3 Multiple channels 4 Create user journeys 5 Integrated platform www.connectassist.co.uk 9
- 10. Multi-channel systems Telephone calls Self-assessment Surveys and feedback Email Digital service platform Support online Mobile applications Facebook applications Knowledge base Face to face www.connectassist.co.uk 10
- 11. User journeys Sample user journey NO Tailored advice User signs up for Does is delivered newsletter their score suggest that they need YES YES User asks a help? question System suggests five One answer possible answers prompts a questionnaire Email asks Telephone call if they want generated a call-back Webpage recommends call www.connectassist.co.uk 11
- 12. Next steps 1 Commitment 2 Content 3 Multiple channels 4 Create user journeys 5 Integrated platform www.connectassist.co.uk 12
- 13. patrick.nash@connectassist.co.uk @pnashconnect 01443 827600 07900 241774 www.connectassist.co.uk Digital Service Delivery 13