Building a channel shift strategy in a Housing AssociationJayne Hilditch
This document discusses a channel shift strategy to move more landlord-tenant interactions online. It outlines what has already been done digitally for private rented housing and social housing. The key aspects that could be taken online include transactional functions like rent payments and repair requests. Moving these services online may require cultural changes for staff and preparing customers for public services online. Getting tenant feedback and involvement online through surveys, resident auditors, and community building on platforms like Facebook and Meetup is also discussed. The document provides advice on how to implement an online channel shift strategy, including through the ICT strategy and using an agile project management approach to procurement.
Digital Transformation at Thames Valley HAJayne Hilditch
The document discusses the digital transformation efforts at Thames Valley Housing Association (TVH). It began with an ICT strategy from 2012-2015 to improve business systems and offer online services for customers. Since 2015, TVH has focused on delivering the potential of digital transformation. This includes reimagining customer, staff, and stakeholder experiences and focusing on mobile interactions. TVH developed online customer services through an iterative design process and has seen a 29% signup rate and a reduction in phone calls. Moving forward, TVH created a 3-year Digital Transformation Strategy to guide its efforts with user needs, execution principles, and enabling the organization with skills, data, and technology.
This document discusses the problem of young people in Australia receiving fines for traffic or parking infringements but not knowing how to handle the situation. It notes that over 5 million infringements were issued in Victoria in 2013-2014, with most being for traffic or parking offenses. Community legal centers that help people with infringements are overwhelmed with over 3,000 calls per year costing an average of $19,000 per case. The document proposes using technology to provide users with legal information and next steps to reduce the costs and time spent on infringement cases.
CIPC has undergone a rapid transformation since 2011 to improve service delivery. It has moved from a traditional centralized model with many manual processes to a new electronic model with 100% online transactions, self-service access, and strong IT infrastructure and governance. This has required building a new institution while continuously improving. The transformation included changes to leadership, performance management, service delivery models, ease of doing business, and partnerships. Challenges included the fast pace of change and resistant staff and intermediaries, but opportunities exist to further migrate users online and develop new skills and tools.
La informática ha sido dominada tradicionalmente por hombres, pero las mujeres están ganando terreno en esta industria. Aunque las mujeres todavía representan una pequeña minoría de la fuerza laboral en informática, su presencia está creciendo a medida que más mujeres eligen carreras en ciencias de la computación. Los empleadores deben esforzarse por crear un ambiente de trabajo más inclusivo para atraer y retener el talento de las mujeres en informática.
Smarter Digital Services - John McMahon, Product Director, IEG4Nick Hill
The document provides background information on the digital transformation marketplace. It discusses how austerity measures and outdated legacy IT systems are driving the need for more radical digital transformation in the public sector. However, digital transformation faces challenges from the complexity of options, high costs of failure, and resistance to change from those currently running organizations. The document advocates for a "digital council in a box" approach using a shared set of digital services to help overcome these challenges and barriers to transformation.
Building a channel shift strategy in a Housing AssociationJayne Hilditch
This document discusses a channel shift strategy to move more landlord-tenant interactions online. It outlines what has already been done digitally for private rented housing and social housing. The key aspects that could be taken online include transactional functions like rent payments and repair requests. Moving these services online may require cultural changes for staff and preparing customers for public services online. Getting tenant feedback and involvement online through surveys, resident auditors, and community building on platforms like Facebook and Meetup is also discussed. The document provides advice on how to implement an online channel shift strategy, including through the ICT strategy and using an agile project management approach to procurement.
Digital Transformation at Thames Valley HAJayne Hilditch
The document discusses the digital transformation efforts at Thames Valley Housing Association (TVH). It began with an ICT strategy from 2012-2015 to improve business systems and offer online services for customers. Since 2015, TVH has focused on delivering the potential of digital transformation. This includes reimagining customer, staff, and stakeholder experiences and focusing on mobile interactions. TVH developed online customer services through an iterative design process and has seen a 29% signup rate and a reduction in phone calls. Moving forward, TVH created a 3-year Digital Transformation Strategy to guide its efforts with user needs, execution principles, and enabling the organization with skills, data, and technology.
This document discusses the problem of young people in Australia receiving fines for traffic or parking infringements but not knowing how to handle the situation. It notes that over 5 million infringements were issued in Victoria in 2013-2014, with most being for traffic or parking offenses. Community legal centers that help people with infringements are overwhelmed with over 3,000 calls per year costing an average of $19,000 per case. The document proposes using technology to provide users with legal information and next steps to reduce the costs and time spent on infringement cases.
CIPC has undergone a rapid transformation since 2011 to improve service delivery. It has moved from a traditional centralized model with many manual processes to a new electronic model with 100% online transactions, self-service access, and strong IT infrastructure and governance. This has required building a new institution while continuously improving. The transformation included changes to leadership, performance management, service delivery models, ease of doing business, and partnerships. Challenges included the fast pace of change and resistant staff and intermediaries, but opportunities exist to further migrate users online and develop new skills and tools.
La informática ha sido dominada tradicionalmente por hombres, pero las mujeres están ganando terreno en esta industria. Aunque las mujeres todavía representan una pequeña minoría de la fuerza laboral en informática, su presencia está creciendo a medida que más mujeres eligen carreras en ciencias de la computación. Los empleadores deben esforzarse por crear un ambiente de trabajo más inclusivo para atraer y retener el talento de las mujeres en informática.
Smarter Digital Services - John McMahon, Product Director, IEG4Nick Hill
The document provides background information on the digital transformation marketplace. It discusses how austerity measures and outdated legacy IT systems are driving the need for more radical digital transformation in the public sector. However, digital transformation faces challenges from the complexity of options, high costs of failure, and resistance to change from those currently running organizations. The document advocates for a "digital council in a box" approach using a shared set of digital services to help overcome these challenges and barriers to transformation.
HDI Capital Area and Corporate Updates April 23, 2014hdicapitalarea
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This document discusses how facilities management organizations can generate income through digital strategies. It outlines that these organizations provide both services and products through facilities like pools, gyms, and event spaces. Historically, digital has been treated as a separate channel by marketing or operations departments. However, a unified digital strategy is needed that identifies the audience and services they seek across touchpoints. An effective strategy engages the audience, offers convenience and value, and streamlines processes through self-service options. This involves moving beyond segmented treatments of digital to have organization-wide focus on the audience experience through a cohesive brand message.
Housing tech 2013 fishing where the fishes areJayne Hilditch
The document discusses plans to improve customer service and resident involvement through digital technologies. Specifically:
1) It aims to use online platforms like myservices and social media to provide transactional services more efficiently and get feedback from residents.
2) It wants to "future-proof" customer service and prepare for more public interactions online.
3) It explores using existing online tools and user-generated content to build community engagement between residents on issues like events, neighborhood news, and feedback on contractor performance.
So gelingt Digitale Transformation – Kernaussagen einer Capgemini/MIT-StudieUnic
Vortrag zum Thema “So gelingt Digitale Transformation – Kernaussagen einer Capgemini/MIT-Studie“ von DI Bernd Bugelnig anlässlich des Unic E-Business Breakfast am 24. Oktober 2013 in Wien.
The document discusses banning the concept of internal customers within an organization. It argues that viewing other departments as customers leads teams to focus on internal politics rather than the actual external customer. It advocates creating a joint digital team with a single budget focused on customer and company benefit. This streamlines prioritization and allows staff to innovate freely to meet customer needs. The key takeaways are to remove internal customers, focus on the real external customer, prioritize based on customer and company value, and empower teams to innovate.
The document summarizes an organization called the Emerging Payments Association (EPA) which aims to connect, collaborate and educate members of the payments industry. The EPA offers different membership levels - Benefactors, Patrons, and Members - with each providing various benefits like marketing support, event access, and introductions to stakeholders. The payments industry is undergoing disruption due to factors like changing consumer preferences, regulatory intervention, and technological innovation.
Presented on Monday 2 November at NCVO/BWB Trustee Conference 2015.
Megan Griffith Gray, NCVO; Patrick Nash, Connect Assist; Kay Boycott, Asthma UK and Laila Takeh,Raising IT
Digital should transform your organisation - the role of trustees in leading change.
If you would like to find out more about our 2016 Trustee Conference email us at ncvoevents@ncvo.org.uk or call us on 020 750 3153.
Customer service is easy, right? Pick up the phone or ticket and resolve the issue. Simple? As experts in our field, we know that it is not this easy and it can be difficult to keep the right staff, supply the right answers, and maintain right time frames. Join us to hear tips that may make your job a little easier.
An Identity Crisis: Organizations Grapple With Growing Consumer Expectation f...Deloitte United States
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Presentation prepared for the Whangarei digital enablement training event. it summarises the responses from Northland businesses who had completed the digital journey assessment (www.digitaljourney.co.nz). It makes recommendations on the products and services that businesses may wish to consider as part of their digital journey.
Volans Infomatics is a global professional services organization offering end-to-end business process management (BPM) and operations consulting services to clients across a wide range of industries. We partner our clients with innovative technology driven solutions and function as an extension of their business to help them stay ahead of the curve in a highly volatile and complex business environment.
Founded in the year 2020, amidst a global pandemic, our ‘cost plus value’ proposition has helped us scale our business operations significantly in a short span of time, with clients across major economies like US, Canada, Australia, New Zealand, Middle-East and India. Our corporate headquarters are located in Noida, India.
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As the rise in sophisticated digital technologies drives an exponential change in online customer behaviour, the need for businesses to embrace digital transformation has never been greater.
The document provides an overview of the Digital Marketplace Insights (DMI) 2014 report. Some key findings:
- DMI 2014 conducted interviews with leaders from over 100 organizations across multiple sectors to collect views on digital trends, as well as a consumer survey.
- There has been a significant shift towards customer-centricity, with 75% of organizations now having customer representation at board level and 50% using 4+ user experience techniques.
- The concept of a "digital ecosystem" is emerging, where the components of a digital strategy must be treated interdependently rather than as a hierarchy.
- Key areas covered in the report include technology, channels, customers, strategy, and culture. Innovation
This document discusses various areas where e-commerce can be applied such as e-banking, online share trading, e-learning, e-publishing, and cloud computing. It also discusses advantages of e-commerce applications like convenience and accessibility. Some disadvantages include security issues and lack of direct contact. The document provides examples of tools that can be used for e-learning and online entertainment platforms. It also summarizes online career services and technologies used for big data analytics and cloud computing.
Netwealth educational webinar - Lessons from Silicon Valley and what it means...netwealthInvest
This document summarizes a presentation by Santi Burridge on lessons from Silicon Valley for Australian financial advisers. Key points include:
- Over 800 startups in Silicon Valley are focused on financial services and know more about clients than advisers.
- Advisers' role in investment advice is changing due to technology enabling mass customization of advice.
- Australian advisers need to embrace technology to ensure future disruption complements their businesses.
- Advisers should focus on building scalable, personalized client experiences through technology.
2017 TSIA Star Award for Transformation of Lenovo Support ServicesJames Jones
The document outlines Lenovo's transformation of its customer service through an omni-channel eService strategy from 2014-2017. It discusses Lenovo's vision to provide industry-leading online self-service capabilities and build a best-in-class customer experience. The journey details how Lenovo delivered over 40 new self-service features, expanded contact channels, increased customer engagement channels, improved knowledge content, personalized the customer experience, enhanced social support, and improved website performance. Key lessons learned were that customer satisfaction is more linked to user experience than features, and online self-service works best with step-by-step guidance. The future roadmap outlines expanding self-service capabilities and developing a customer 360 view.
Peter Hubbard: Don't Get Stuck in a Silo – Going Digital isn't TransformationitSMF UK
This document summarizes a presentation about digital transformation and enterprise service management. The presentation discusses:
1) How to build and implement a digital transformation strategy, engage management, and regain control of data silos through enterprise service management solutions.
2) The need for IT to shift from a focus on running the business to growing and transforming the business through digital evolution.
3) Examples of using the same service management principles across different business functions like HR, facilities, and IT through a consolidated platform to standardize and automate processes.
Essentials of Automations: Exploring Attributes & Automation ParametersSafe Software
Building automations in FME Flow can save time, money, and help businesses scale by eliminating data silos and providing data to stakeholders in real-time. One essential component to orchestrating complex automations is the use of attributes & automation parameters (both formerly known as “keys”). In fact, it’s unlikely you’ll ever build an Automation without using these components, but what exactly are they?
Attributes & automation parameters enable the automation author to pass data values from one automation component to the next. During this webinar, our FME Flow Specialists will cover leveraging the three types of these output attributes & parameters in FME Flow: Event, Custom, and Automation. As a bonus, they’ll also be making use of the Split-Merge Block functionality.
You’ll leave this webinar with a better understanding of how to maximize the potential of automations by making use of attributes & automation parameters, with the ultimate goal of setting your enterprise integration workflows up on autopilot.
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Presented on Monday 2 November at NCVO/BWB Trustee Conference 2015.
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If you would like to find out more about our 2016 Trustee Conference email us at ncvoevents@ncvo.org.uk or call us on 020 750 3153.
Customer service is easy, right? Pick up the phone or ticket and resolve the issue. Simple? As experts in our field, we know that it is not this easy and it can be difficult to keep the right staff, supply the right answers, and maintain right time frames. Join us to hear tips that may make your job a little easier.
An Identity Crisis: Organizations Grapple With Growing Consumer Expectation f...Deloitte United States
Growing consumer expectations, the breakdown of traditional “walls” and emerging technologies have given rise to a digital identity crisis. More than ever before, identity management is at the center of cybersecurity, regulatory compliance and consumer trust, and many organizations are struggling to define digital identity both internally for the enterprise and externally for consumers. The results of a poll by Deloitte shed light on the top emerging trends and challenges shaping the evolution and management of digital identity.
Presentation prepared for the Whangarei digital enablement training event. it summarises the responses from Northland businesses who had completed the digital journey assessment (www.digitaljourney.co.nz). It makes recommendations on the products and services that businesses may wish to consider as part of their digital journey.
Volans Infomatics is a global professional services organization offering end-to-end business process management (BPM) and operations consulting services to clients across a wide range of industries. We partner our clients with innovative technology driven solutions and function as an extension of their business to help them stay ahead of the curve in a highly volatile and complex business environment.
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This document outlines key topics in digital business and e-commerce management. It defines digital business and e-commerce, explaining that digital business involves applying digital technology to optimize internal processes and marketing channels, while e-commerce refers specifically to electronically mediated exchanges. The document discusses drivers of and barriers to adoption of these approaches. It also examines how communications and consumer behavior have evolved with new digital technologies like search, social media, mobile and content marketing. Case studies and models are provided to illustrate digital business concepts. The intended learning outcomes are to understand digital business/e-commerce and factors influencing their adoption and management challenges.
As the rise in sophisticated digital technologies drives an exponential change in online customer behaviour, the need for businesses to embrace digital transformation has never been greater.
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- There has been a significant shift towards customer-centricity, with 75% of organizations now having customer representation at board level and 50% using 4+ user experience techniques.
- The concept of a "digital ecosystem" is emerging, where the components of a digital strategy must be treated interdependently rather than as a hierarchy.
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- Australian advisers need to embrace technology to ensure future disruption complements their businesses.
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This document summarizes a presentation about digital transformation and enterprise service management. The presentation discusses:
1) How to build and implement a digital transformation strategy, engage management, and regain control of data silos through enterprise service management solutions.
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You’ll leave this webinar with a better understanding of how to maximize the potential of automations by making use of attributes & automation parameters, with the ultimate goal of setting your enterprise integration workflows up on autopilot.
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This is a session that details how PostgreSQL's features and Azure AI Services can be effectively used to significantly enhance the search functionality in any application.
In this session, we'll share insights on how we used PostgreSQL to facilitate precise searches across multiple fields in our mobile application. The techniques include using LIKE and ILIKE operators and integrating a trigram-based search to handle potential misspellings, thereby increasing the search accuracy.
We'll also discuss how the azure_ai extension on PostgreSQL databases in Azure and Azure AI Services were utilized to create vectors from user input, a feature beneficial when users wish to find specific items based on text prompts. While our application's case study involves a drug search, the techniques and principles shared in this session can be adapted to improve search functionality in a wide range of applications. Join us to learn how PostgreSQL and Azure AI can be harnessed to enhance your application's search capability.
21. Community
(Getting involved with each other)
• Using the tools that are already out there…
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Facebook - links to existing social networks
Meetup - groups, eg baby-sitting circles, shed-days
Eventbrite – to organise events
Post-code news-feeds
• User generated content