Using technology to help deliver advice services
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Using technology to help deliver advice services

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Presentation from London Advice Conference, 6 July 2011

Presentation from London Advice Conference, 6 July 2011

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  • About Lasa – knowledgebase, suppliers directory, rightsnet About Miles - ICT About Paul Treloar - policy
  • Carers UK web site and forum: • Queries dealt with by e-mail trebled in the last year, increasing demand on services. • Web forum has over 3,000 active members • In 2010 Carers UK enabled more than 200 carers and professionals around the world to participate in our international conference by broadcasting it over the Internet. Carers UK estimates this to have potentially saved them around £100,000 in travel costs and expenses. • Members save £12 by signing up online while Carers UK has saved more than £6,000 on postage costs alone by conducting a research survey online and distributing Carers Rights Day materials by email
  • Jobcentre Plus Breakthrough Breast Cancer RSPCA Meningitis Trust Marie Curie
  • Providing advice via email
  • Conversation triggers regarding technology barriers from Community 2.0 (Urban Forum) 58% of organisations believe that lack of staff skills in their organisation has been the main barrier in using the internet effectively 26% of organisations believe that the internet and ICT are not widely used by their beneficiaries 72% of organisations surveyed use social media (with Facebook and Twitter being the most popular). 97% use it to keep people up-to-date with news and events 58% think that social media is currently important or very important to their organisation, with 83% of people believing that it will be very important in 12 months time 63% believe that a lack of staff resource is the biggest barrier to using social media, and 53% cite a lack of understanding of the benefits of social media. 72% believe that online training/resources would help to overcome barriers
  • Poll: Q. Who here uses social media? Twitter? Facebook? What was your motivation? Does it work for you? You need valuable content Identify your objectives Identify and build your audience Use the right tool – personal, email, Twitter, Facebook Connect, collaborate and engage Measure your success (or not)
  • Connect with other advice agencies
  • 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.
  • Work with Google on cloud toolbox


  • 1. Miles Maier Twitter @LasaICT ICT Champion Paul Treloar Twitter @LasaVoice Head of Policy Using technology to help deliver Advice Services
  • 2. Take-Aways
    • Move towards online service delivery
    • Solutions - case studies
    • Technology barriers to providing advice
    • Telling your story
    • Tips and tools
  • 3. Triple Whammy
    • Increased demand on advice services
    • But….funding cuts reducing capacity
    • Digital by default
      • 80% JSA claims done online by 2013
      • 9m UK adults not online
  • 4. Using technology
    • GOAL – increase service capacity and staff time for one to one work
    • Make info easy to access via multiple channels – web, email, phone, SMS
    • Personalised, location based info
    • Free or low cost to end user
  • 5. Case studies
    • Carers UK – online services increased capacity and saved >£100k
    • Advice Sheffield – network of 17 agencies combine on new client referral system
    • GamCare – multiple helpline channels to increase capacity and effectiveness
  • 6.  
  • 7. Mobile apps
    • Volunteering - Vinspired
    • Awareness - Depaul Trust
    • Advice – British Heart Foundation
    • Campaigning – Ushahidi, Kenya
    • Personalisation, location based
    • Self directed learning
    • Free or low cost to end user
    • Raise your profile
  • 8.  
  • 9.  
  • 10.  
  • 11.  
  • 12.  
  • 13. Discussion
    • Q. How are you using technology to deliver advice?
    • Q . What are the barriers to using technology?
    • Q. How can we help you overcome them?
  • 14. Lasa Knowledgebase
  • 15. Photo: “ Social Media is game changing” “ Online applications and media which facilitate interaction, collaboration and the sharing of content”
  • 16. Tell your story - rightsnet
  • 17. Tell your story – Dog’s Trust
  • 18. Using the cloud
    • Bulk SMS –
    • Collaborate Google Docs and Calendar
    • File storage/sync –
    • Organise events -
    • Internet telephony -
    • Arrange meetings –
  • 19.
    • Twitter @LasaICT and @LasaVoice
    • Web
    • Rightsnet
    • ICT Knowledgebase