Digital Service Delivery                           1
The digital mix Digital                DigitalPurchase             communication           Digital           service      ...
Reasons why not! “Our service don’tlend themselves to                    “They are tooa digital approach”                 ...
www.connectassist.co.uk   4
www.connectassist.co.uk   5
NCVO Member Helpdesk  www.connectassist.co.uk   6
Expertise in channel switching                                                                                            ...
Case study: Teacher Support Network Increased cost-effectiveness    Cost per incident has reduced significantly           ...
Next steps1   Commitment2   Content3   Multiple channels4   Create user journeys5   Integrated platform                   ...
Multi-channel systems                                  Telephone calls                                                    ...
User journeys  Sample user journey                                                                   NO                   ...
Next steps1   Commitment2   Content3   Multiple channels4   Create user journeys5   Integrated platform                   ...
patrick.nash@connectassist.co.uk                          @pnashconnect                           01443 827600            ...
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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.

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Patrick Nash, CEO, Connect Assist

Megan Griffith Gray, Head of Communications and Information, NCVO

Understand the benefits of digital service delivery

Learn how easy it is to deliver services digitally

Leave with 3 next steps to develop a digital service platform for your charity

Published in: Education, Business, Technology
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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. 1. Digital Service Delivery 1
  2. 2. The digital mix Digital DigitalPurchase communication Digital service www.connectassist.co.uk 2
  3. 3. Reasons why not! “Our service don’tlend themselves to “They are tooa 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
  4. 4. www.connectassist.co.uk 4
  5. 5. www.connectassist.co.uk 5
  6. 6. NCVO Member Helpdesk www.connectassist.co.uk 6
  7. 7. Expertise in channel switching Switching to digital service channelsTeacher 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. 8. Case study: Teacher Support Network Increased cost-effectiveness Cost per incident has reduced significantly £12.00 £10.00Cost per incident £8.00 £6.00 £4.00 £2.00 £0.00 2005 2006 2007 2008 2009 www.connectassist.co.uk 8
  9. 9. Next steps1 Commitment2 Content3 Multiple channels4 Create user journeys5 Integrated platform www.connectassist.co.uk 9
  10. 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. 11. User journeys Sample user journey NO Tailored advice User signs up for Does is delivered newsletter their score suggest that they need YES YESUser 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. 12. Next steps1 Commitment2 Content3 Multiple channels4 Create user journeys5 Integrated platform www.connectassist.co.uk 12
  13. 13. patrick.nash@connectassist.co.uk @pnashconnect 01443 827600 07900 241774 www.connectassist.co.ukDigital Service Delivery 13
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