DIGITAL TRANSFORMATION...The role of communications in Channel Shift, Efficiency & Citizen Engagement

1. DIGITAL TRANSFORMATION...
The role of communications in Channel Shift, Efficiency
& Citizen Engagement
Antony Paul & Tony Balarsky
Neopost UK

2. 2Neopost Confidential
What is Channel Shift?
“...a strategy for migrating as
many interactions as possible to
lower cost (digital) channels, whilst
at the same time improving citizen
experience.”

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The speed of change....
0 10 20 30 40 50 60 70 80
75 Years
38 Years
13 Years
3.5 Years
35 Days
Time to reach
50m users

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Why is Channel Shift important?
To deliver effectively, services need to be:
 Easily accessible
 Simple to use
 Streamlined
 Convenient
 Cost effective
 Robust
 Through channels of choice
“Citizens expect high standards of
service from many public and
private sector organisations.
However, they can sometimes have
lower expectations of local
government services.
To meet the shift to cheaper and
more effective channels,
expectations should be exceeded.”

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What does the Scottish Government say?
“Our vision for Scotland is a
country in which:
Digital technology provides a
foundation for innovative,
integrated public services that cross
organisational boundaries and
deliver to those most in need and
for services to business that
promote growth.”
Source: Scotland’s Digital Future

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What does this involve?
Personalised
data and
insight to
create a
single citizen
view
Mobile
devices
mean
citizens
increasingly
have
‘anytime-
anywhere’
expectations
Analytics
help with Big
Data and
more
proactive
public
services
Cloud based
IT
architecture
to gain
flexibility
and reduce
costs
New
technologies
and social
media to
serve
citizens more
effectively
Interactive
governance
and
collaborative
working can
build more
productive
public
services
Source: Channel Shift white paper, Neopost

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insight

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Neopost Channel Shift survey

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Neopost Channel Shift survey

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Neopost Channel Shift survey

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Neopost Channel Shift survey

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Digital transformation Governmental focus
Growing the
economy
Responding
to user
expectations
Reforming
public
services
Renewing Scotland’s Public Services,
guiding the future actions of:
 Scottish Government, agencies & bodies
 NHS Scotland
 Local government
 Police & fire services
 Universities & colleges
digital
first

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“...the ability to express an
idea is nigh as important as
the idea itself.”
Bernard M Baruch
Financier, Philanthropist, Statesman & Political Consultant

15. 15Neopost Confidential
Channel Shift in communications – areas for deployment
Omni channel
communications
Maximising citizen
engagement
through channel
preference and
reducing costs
Document
digitisation
Reducing physical
storage and
creating more
effective
information
retrieval
Digital workflow
Translating
inbound enquiries
into digital
formats to speed
response and
improve citizen
experience
Data
management
Consolidating
multiple data
streams and silos
into a single
citizen view
E-invoicing
Reducing
production times
and speeding up
payment and
receipt processes
Compliance
Utilising digital
workflows to
increase control
and create robust
audit trails

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The benefits of deploying Channel Shift
 Between £134m and £431m
 Savings from digital transactions in local government
 Between £25m and £45m
 Savings from consolidated digital publishing
 Approximately £6bn overall
 Rationalising Government’s digital assets
“According to Government Digital
Service between £1.7bn and
£1.8bn in annual savings could be
realised through Channel Shift
and digital services”
Source: Government Digital Service

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Operational savings
£0.15
£2.83
£8.62
£0.00
£1.00
£2.00
£3.00
£4.00
£5.00
£6.00
£7.00
£8.00
£9.00
£10.00
Web
Interactions
Telephone
Interactions
Face to Face
Interactions
Savings through effective deployment:
 Migration to web forms
 Reducing physical post
 Online interactions
 Reduced wastage
 Reduced complaints
Source: SOCITIM cost estimates

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