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
12. 1:2:1 Support
Live Chat
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
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)
19. Location based services
aka geo-social good
Works well with causes/issues
Crowd-sourcing
Mobile access
Lasa Advice Local (launches soon)
Ushahidi
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
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/
27. Free Lasa webinar
Planning a New Website Initiative
2-3.30pm 27 February 2014
http://london4allwebsites.eventbrite.co.uk
* Supported by London Councils
About Lasa – knowledgebase, suppliers directory, rightsnet
About Miles - ICT
iOS only at the moment, Android app coming from April 2014.
Southwark Advice Services
Why use it? This is more about story-telling . It provides an instant easy to understand picture of what Dog’s Trust does and how it makes a difference – and if I’m a funder or a sponsor with a chequebook, I love that.
Note: 93,000 people follow the site.