Helping Third Sector Organisations Make Sense of ICT Planning Session
Welcome to net:gain
Programme details & membership benefits
Sources of support
ICT planning & the technology trap
The Ten Steps to your ICT plan
Beginning the journey
From Mission to Technology
Icebreaker – team exercise
What are you hoping to gain from net:gain?
How will net:gain help?
net:gain will help you to:
Look before you leap
Involve staff, volunteers, users
Gather, sift and prioritise information
Understand your technology requirements better
Align these with your mission
Contribute to quality assurance
eg PQASSO, IiP (Investors in People)
and other quality processes
net:gain will help you to take control
What benefits..? “ We have an immediate saving of at least £1,500 a year.” Hartlepool Carers “ Better access to information and a better booking system have resulted in improved and more effective services for patients for the same cost.” Dorothy House Hospice “ We can communicate so much better. Everything is all there, we can all see it.” Jack Drum Arts
Concepts and processes
Ten Step Reference Guide and support toolkits
Contacts; sources of help
Looking at potential technology
help from this centre (eg visit, group work)
Completed planning templates
Drop into: funding bids, Business Plan, ICT Strategy
Affinity schemes - eg Charity Technology Trust
net:gain membership offers you:
Charity Technology Trust offer (CTX)
Free CISCO equipment - pay 8% admin fee
Discounted Microsoft software
Free online guidance on selecting order
For charities only - eligibility criteria may apply
Go to online shop at www.ctxchange.org
Free year’s membership
Membership: Affinity schemes
Ongoing ‘mentoring’ help
A ‘clinic’ session
One free site visit/other visits? (Chargeable?)
Peer-to-peer support (other net:gain delegates)
Links to local ChangeUp initiatives
Centre membership benefits
Example - discounted/free training
Example - discounted ICT access
Example - AIG for your staff and volunteers
Example - ICT technical support ‘club’
Membership: Centre offers
Outcomes from today:
Equip you to implement planning sessions in your own organisation
Review sources of support
Covering all aspects of ICT
Timetable next actions
effective communications and trust
happy, productive staff & volunteers
good, available market information
increased likelihood of grant success
increased likelihood of service contracts
happy, well-served clients!
This is what is all about!
How does planning for ICT help?
Group exercise: Help!
In 5 minutes: discuss & write on sticky notes
Apart from funding, all the aspects of ICT you need help with
The ten steps
The Four Hats
Goals to Initiatives
Initiatives to Key Processes
Requirements for Initiatives
Merging to a Plan
Initial Implementation plan
Sources of Support
Outline Strategic Approach
How the steps filter information
A living, working document
What you do
Why you do it
to a shared vision
The goal: a strategy
Successful planning requires
in your own organisation
to invest in finding new ways to work
Focus on improving the way you work
Some of which net:gain will provide
A route map!
net:gain 10 Step Reference Guide
ICT Planning and the Technology Trap
The Technology Trap Technology Rampant The way we’ve always done things Review ways of working Potential Realised Adapted from: David Wilcox and Terry Grunwald 1 2 3 4 10 9 8 7 6 5 Reference Guide steps: Technology New Old Processes New Old
The Four Hats : Mission to Goals
The Mission To provide a drug rehabilitation counselling service Clients’ standpoint To achieve our Mission , which goals must we pursue to meet our clients’ needs? Funders’ and Stakeholders’ standpoint To achieve our Mission , which goals must we pursue to meet our funders’ and stakeholders’ needs? Internal processes standpoint To achieve our Mission , our goal is to pursue excellence in the most appropriate internal processes to meet our client and funder & stakeholder needs; in which internal processes must we excel? Reflection & improvement standpoint To achieve our Mission , our goal is to reflect and to improve to meet our client and funder needs; how do we do this? Adapted from: Kaplan and Norton
The Four Hats
Funder & Stakeholder Hat
“ Back Office Hat”
Reflection and Improvement Hat
With each ‘Hat’ on, we seek:
Goals that will meet those needs
The Mission To provide a drug rehabilitation counselling service Clients’ standpoint Funders’ and Stakeholders’ standpoint Internal processes standpoint Reflection & improvement standpoint No more missed Appointments! Providing up-to-date info Reporting efficient use of resources Reviewing information & updating Improving case recording system Adapted from: Kaplan and Norton Efficient appointment booking Maintaining info resources Running 1-1 counselling sessions
What are we looking for under each ‘Hat’?
Understanding this can be tricky so:
A Game: Ten Words Trick
Task: Put one in each box
Ten words trick-part 2
Task: Put each in the box where you think it fits best
The Mission To provide a drug rehabilitation counseling service Clients’ standpoint Funders’ and Stakeholders’ standpoint Internal processes standpoint Reflection & improvement standpoint Delivering Serving Reporting Running Maintaining Counting Training Disseminating Reviewing Finding
What about making a cake?
To provide a personal and original wedding cake design-and-bake service
What are the needs under each ‘Hat’
What are the key goals?
The Mission To provide a personal and original wedding cake design and bake service Bride’s standpoint Bride’s parents’ standpoint Internal processes standpoint Reflection & improvement standpoint
The Mission To provide a personal and original wedding cake design and bake service Bride’s standpoint Bride’s parents’ standpoint Internal processes standpoint Reflection & improvement standpoint Value for money Costing Recipe testing Training in latest icing effects Original, beautiful personal cake Purchasing Tasty Cake making Beautiful On time Up to date with fashions
A worked example for a Drug User Rehabilitation project
The Mission To provide a drug rehabilitation counseling service Clients’ standpoint Funders’ and Stakeholders’ standpoint Internal processes standpoint Reflection & improvement standpoint Delivering no more missed appointments Providing up-to-date info Reporting Efficient use of resources Reviewing information & updating Improving case recording system Efficient appointment booking Maintaining info resources Running 1-1 counselling sessions
The Mission To provide a drug rehabilitation counseling service Clients’ standpoint Funders’ and Stakeholders’ standpoint Internal processes standpoint Reflection & improvement standpoint Delivering no more missed appointments Providing up-to-date info Reporting Efficient use of resources Reviewing information & updating Improving case recording system Adapted from: Kaplan and Norton Efficient appointment booking Maintaining info resources Running 1-1 counselling sessions
Optional: Group work on own 4 Hats chart
Steps 3 to 5
Send brief appointment reminder to clients System for recording counsellor time and reporting it System for booking appointments System for keeping and accessing records 35% increase in appointment take-up Counsellor contact time increased from 45% to 80% No double bookings Every Client contact recorded accurately Better informed counsellors Better use of staff. Reduced stress. Improved professional image. Lower unit cost Better client progress Helping clients not to miss appointments Reporting efficient use of resources Efficient appointment booking Improved case recording system Adapted from: Kaplan and Norton Improved case recording system Reflection & Improvement Efficient appointment booking Internal Processes Reporting efficient use of resources Funders & Stakeholders Delivering no more missed appointments Client Initiatives Outputs Outcomes Goals Four Hats standpoint
Step 4 - Unpicking a process
Easy to use
Quick to use
Can run reports to show how long each counsellor has spent in sessions
There was a project in North East that used SMS to send text messages to clients. Note: how does this work?
An online diary
Could it be accessible from Blackberry or mobile phone?
Do our computers need to be fully networked?
System for recording
counsellor time and
Could a database or spreadsheet do this? Note: how would we run reports from it?
System for booking
All staff able to access and update
Able to show free appointment slots as well as booked ones
Able to book repeating appointments in one go
Usable by all our clients
Cheap to run and maintain
Can reach clients at anytime
Can be sent easily and quickly
Send brief appointment
reminder to clients
1 Can we identify any technology that might help us with the activity? What do we need to be able to carry out this activity? What work needs to be done to help us achieve this goal? Potential Technology Requirements Initiative No.
Steps 6 to 10
Concepts for Step 6
A simple Cost:Benefit analysis
Full Cost of Ownership factors are mapped against:
Add your queries and concerns
What if we do nothing?
(or cost queries we need to pursue)
Concepts for Step 7
How Many of What?
Full Cost of Ownership factors are mapped against:
A simple calendar/timechart with responsibilities and dependencies
Step 9 - started this morning..
Step 10 - Four Hats ride again!
Our ICT Strategy To …only use ICT for basic internal processes at an administrative level and to ensure all staff have level 2 training in Microsoft Office Applications OR…………..To implement ICT solutions at every level of our organisation Clients’ standpoint What role for ICT in: Making services better through ICT? Delivery to and serving clients? Level of exposure of clients to our services via ICT means? How often would we review decisions? Funders’ and Stakeholders' standpoint What role for ICT in: reporting outputs, costs etc against funder criteria? Which element/% of ICT costs to claim? How often would aspects be reviewed? Internal processes standpoint Reflection & improvement standpoint What strategic ICT considerations on Staff Training? Policies? Performance improvement? Quality? Evaluation? Other? What role for ICT in: Supporting existing processes? Supporting new processes? As part of organisation infrastructure?
Centres to add their own slides/info here.
PROVIDE dates for diaries
eg Date of tech demo/’Progress’ session and/ or ‘Potential Technology’ session
This may be done one to one or in a group using http://www.i-see-t.org.uk/netgain/
Arrangement for buddying visits?
Arrangement of site visits?
Funders Acknowledgements net:gain centres and mentors for their help with pathfinder work Original Sources Strategy Maps - Robert Kaplan and David Norton The Balanced Scorecard - Robert Kaplan and David Norton The Technology Trap - David Wilcox and Terry Grunwald Development consultants