'Doing More with Less' - speech delivered by Patrick Nash, CEO of Connect Assist to the ACEVO CEO Summit, 17 June 2010 on service delivery in a cost constrained environment. Patrick looks at the reasons for increasing demands for support and advice service provision by the third sector. In this instance, the focus is on the challenges that arise from reducing financial resources, subsequent papers will consider technology, risk, training, marketing and societal changes that the third sector needs to address to meet the demands of the 21st Century service user.

1. June 2010 Are you ready to respond? Service delivery in a cost constrained environment CEO Summit Leadership in the New Era – Survival of the Fittest Patrick Nash, Chief Executive, Connect Assist

2. Key Question 2 Service delivery in a cost constrained environment Is your organisation ready to do more with less?

3. Three-fold pressures 3 Service delivery in a cost constrained environment Diminishing resources will result from: Reduced funding from government contracts and grants Reduced voluntary donations as people tighten belts Increased demand, as public service feels the strain

4. Opportunity exists 4 Service delivery in a cost constrained environment These pressures present an opportunity to: Help more people not fewer Tackle problems earlier on Quantify outcomes

5. Competitive environment 5 Service delivery in a cost constrained environment Charities need to: Drive down costs and overheads Clearly quantify outcomes and value for money

6. The opportunity So, what is the opportunity available to us? 6 Service delivery in a cost constrained environment

7. Four organisational responses to recession 7 Service delivery in a cost constrained environment 1 2 Survival thinking Victim thinking 3 4 Ostrich thinking Entrepreneurial thinking

8. Charity case study 8 Service delivery in a cost constrained environment Service incident growth

9. Charity case study 9 Service delivery in a cost constrained environment Cost per incident

10. Five lessons I’ve learnt 10 Service delivery in a cost constrained environment 1 Online contact is not the poor relation 2 Excluding web contact excludes vulnerable people 3 You can build authentic relationships online 4 Output is meaningless, outcomes are essential 5 Good service equals excellent fundraising

11. Four things to consider immediately 11 Service delivery in a cost constrained environment 1 2 Extend your channels of communication Apply operational learnings to service provision 3 4 Outsource some of your services to expert providers Form commercial partnerships with others

12. Cost ratios 12 Service delivery in a cost constrained environment Average cost per interaction

13. 13 Service delivery in a cost constrained environment Resources Discussion paper Are you ready to respond? Doing more with less www.connectassist.co.uk/doingmorewithless Cost Constraints Survey Joint research by ACEVO & Connect Assist Our stand at this event ACEVO website Contact me patrick.nash@connectassist.co.uk Tel: 01443 827 600 Insert image of paper

14. 14 Service delivery in a cost constrained environment