1. Using technology to help deliver
Advice Services
Miles Maier
Twitter @LasaICT
ICT Champion
www.lasa.org.uk

2. Take-Aways
 Move towards online service delivery
 Technology barriers to providing advice
 Case studies
 Telling your story
 Tips and tools

3. Triple Whammy
 Increased demand on advice services
 But….funding cuts reducing capacity
 Digital by default
 Digitisation of benefits system
 9m UK adults not online > assisted digital

4. Towards online services
 GOAL – respond to increased demand
 Make info easy to access via multiple
channels – web, email, phone, SMS
 Personalised, location based info
 Free or low cost, accessible to end user
 Should always offer alternative channels
 Shelter briefing: Shifting Channels

5. Online services
 Self-service – FAQs, mobile apps
 1:2:1 support – advice lines, live chat
 Community support – user forums, social
media, instant messaging
 Location based services – where is….?

6. Self Service
 Good for
 signposting to quick answers
 filtering out those who can self-help
 freeing up advisor capacity
 Use FAQs to signpost and self serve
 94% of 16-24 yr olds accessed web via
mobile device; for all adults it’s 61%.
 ONS 2013: http://bit.ly/1iwMFHz

10. Mobile version

11. Moneywiz mobile app

12. 1:2:1 Support
 Live Chat
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


Embed in website
Mobile access
Post advice surveys
Good for cases needing privacy (gambling,
health, addiction, etc)
 LiveHelpNow – from £13 p/m
 Zopim – from £9 p/m

14. Community Support

15. Community Support
 Forums and chat rooms
 Works well with causes/issues/advice
 Needs seeding/moderation
 Provide for mobile access
Rightsnet; MS forums
Tapatalk app (free)

18. Tapatalk

19. Location based services
 aka geo-social good
 Works well with causes/issues
 Crowd-sourcing
 Mobile access
Lasa Advice Local (launches soon)
Ushahidi

21. https://crowdmap.com/map/southwarkadviceservices/

23. Telling your story
community support
 Telling your story > funding, campaigns,
advocacy, agenda change, etc
 Idealware Social Media Decision Guide
 Objectives, audience, channels, measure, sustainable
 Digital story-telling
 (BBC audio slideshows, 50m views) http://tinyurl.com/m6gedlg

24. Tell your story – Dog’s Trust

25. Donated and Discounted
CTXchange – donated software from Microsoft,
Adobe, Syantec and others; http://ctxchange.org/
Getonline@home – computers and laptops
refurbished to Windows 7 from £99 (UK charities
and eligible individuals). www.getonlineathome.org/

26. Useful online services
 Bulk SMS – www.bulksms.co.uk
 Collaborate Google Docs and Office 365
 File storage/sync – www.dropbox.com
 Arrange meetings – www.doodle.com
 Organise events - www.eventbrite.com
 Internet telephony - www.skype.com
 Instant Message - yammer.com

27. Free Lasa webinar
Planning a New Website Initiative
2-3.30pm 27 February 2014
http://london4allwebsites.eventbrite.co.uk
* Supported by London Councils

28. Twitter @LasaICT and
@WatfordGap
Web www.lasa.org.uk
Rightsnet
www.rightsnet.org.uk
ICT Knowledgebase
www.ictknowledgebase.org.uk