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Using technology to help deliver
Advice Services
Miles Maier

Twitter @LasaICT

ICT Champion

www.lasa.org.uk
Take-Aways
 Move towards online service delivery
 Technology barriers to providing advice
 Case studies
 Telling your story
 Tips and tools
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
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
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….?
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
Using technology to help deliver Advice Services
Using technology to help deliver Advice Services
Using technology to help deliver Advice Services
Mobile version
Moneywiz mobile app
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
Using technology to help deliver Advice Services
Community Support
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)
Using technology to help deliver Advice Services
Using technology to help deliver Advice Services
Tapatalk
Location based services
 aka geo-social good
 Works well with causes/issues
 Crowd-sourcing
 Mobile access
Lasa Advice Local (launches soon)
Ushahidi
Using technology to help deliver Advice Services
https://crowdmap.com/map/southwarkadviceservices/
Using technology to help deliver Advice Services
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
Tell your story – Dog’s Trust
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/
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
Free Lasa webinar
Planning a New Website Initiative
2-3.30pm 27 February 2014
http://london4allwebsites.eventbrite.co.uk

* Supported by London Councils
Twitter @LasaICT and

@WatfordGap

Web www.lasa.org.uk
Rightsnet
www.rightsnet.org.uk
ICT Knowledgebase
www.ictknowledgebase.org.uk

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Using technology to help deliver Advice Services

  • 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
  • 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

Editor's Notes

  1. About Lasa – knowledgebase, suppliers directory, rightsnet About Miles - ICT
  2. iOS only at the moment, Android app coming from April 2014.
  3. Southwark Advice Services
  4. 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.
  5. Work with Google on cloud toolbox