Session slides from Trustees' Conference 2018

1. The digital age is here –
practical tips to adapt and
thrive
Ellie Hale, Sam Sparrow
and Suraj Vadgama, CAST
5 NOVEMBER 2018
Drinks sponsors:
Lead sponsor:
Co sponsor:
Media partner:
Digital partner:

2. WELCOME
WHY ARE WE HERE?

4. Working with
established
charities and
their
funders…
… and their
trustees!

6. Today
Understand your digital responsibilities
Realise the opportunities and risks - the
applications and implications - of digital for your
charity
Know what to do next.

7. SETTING THE SCENE
WHY IS DIGITAL IMPORTANT?

8. 1,400,000,000,000

9. 1
The digital revolution isn’t about websites and
apps.

10. 1
It’s a second industrial revolution.

11. 1
A fundamental change in the way in which we
find information, people and support, how we
organise, interact and even make decisions.

15. Constant iteration

16. Test
driven
User
centred

17. Test
driven
User
centred

18. HOW DOES THIS AFFECT GOVERNANCE?
WHAT ARE YOUR DIGITAL
RESPONSIBILITIES AS A TRUSTEE?

19. Digital world

20. Strategy Scrutiny
Three strands of good governance to consider
What does this mean
for our future?
What are the
risks?
Support
How can we
enable this?

21. ACTIVITY:
GOOD DIGITAL GOVERNANCE

22. 10 design
principles to
help charities
build better
digital services

23. 3Pick

24. What are some
of the
challenges and
opportunities
for governance
within these
principles?
Start with user needs, and keep them
involved
Build the right team
Take small steps and learn as you go
Think about privacy and security
Build for sustainability

25. Start with user
needs, and
keep them
involved
How do you involve
beneficiaries/stakeholders in the
development of new services?
Do you feel you understand their
changing digital habits and
expectations?
How do you keep service users
engaged (in what)?

26. Breast Cancer Care - The BECCA App
Core Challenge:
● Women exiting primary care for Breast Cancer
experienced emotional difficulties and
struggled to get back into a routine.
Solution:
● An app which supports women with
suggestions for positive activities and support.
Outcome:
● After 1 year of development + testing, 15,000
women have used the new service
● Won the National Lottery Good Causes Award

28. Build the right
team
What digital skills does your
organisation need?
How do you ensure staff and fellow
trustees have these skills?
How can your organisation access
these skills?

29. Blue Cross
Core Challenge:
● Deciding what digital work should be resourced in-
house, given current and future staff skills, and what
uses external tech partners
● Innovation needed buy-in and support from across
the organisation
Solution:
● Workshop to create a set of design principles that
show what 'good' looks like across the charity's
innovation practice
● Team identified knowledge gaps and opportunities
for growth and training
Next steps:
● Agree focus areas for maximum impact
● Budget for innovation proposed and agreed in
principle.

30. Integrity • Dynamic • Responsible • Compassionate • Fair & Reasonable
# Hypothesis Measure Source
1 Dog and family are more likely to be safe if rehomed using Blue Cross services Case studies
2 Less dogs will go on to be rehomed again if rehomed via Blue Cross Case studies
3 People want to do the right thing when finding a new home for their dog User Testing
4 Blue Cross will have an increase in dogs given to us if we make it easier BX Ops KPIs
5 Blue Cross will get an increase of dog breeds given to us if we make it easier BX Ops KPIs
6 If we could make it as easy as online market places, people would choose to find a new home for their
dog using a charity
User Testing
7 Some people give up their pet because they can’t afford it and so price is important User Testing
8 People put a price on their dog to find a home that can afford to keep it User Testing
9 People choose to rehome their dog themselves as they believe they are best placed to find a good
match
User Testing
10 People don’t come to rehoming centres for fear of being judged User Testing
11 People don’t come to rehoming centres as they don’t want their dog in a kennel User Testing
12 People don’t use rehoming centres because the process is to slow User Testing
30

31. Take small
steps and learn
as you go
How do you ensure your organisation
is solving the right problems?
How does the way you plan and
execute projects allow you to learn
and improve?
How does your organisation respond
to and learn from failure?

32. Unlock
Core Challenge:
● Too many calls to the helpline about simple
things like ‘can I travel to the US with a
conviction?’, despite information being
available on their Information Hub
Solution:
● New experiments to deliver information in a
more accessible way, using existing
technology
● Including a chatbot and Typeform diagnostic
to help people understand if they can be
trustees with a criminal record
Next steps:
● Typeform has been used by 500+ people
● Chatbot is being further tested in partnership
with a startup

33. Test
driven
User
centred

34. Think about
privacy and
security
How well do you understand digital
privacy and security risks?
How much do you know about the
data and systems your are
accountable for?
How ethical and appropriate is your
use of service users’ information?

35. Women’s Aid
Core Challenge:
● Young women fail to identify signs of abuse
in early relationships - many users are still
school age and emotionally vulnerable
Solution:
● Worked with older survivors who have come
forward as case studies, and with Schools
team to run fun, accessible design
workshops
● Co-designed dedicated site populated with
peer-generated content from other young
survivors of abuse
Next steps:
● Collaborating with youth charity The Mix on a
new digital product to support young women,
reusing data already collected (with consent)

37. Build for
sustainability
How responsive and resilient is your
organisation to the pace of (digital)
change?
How much do you understand about
the cost of using and maintaining
technology for your organisation?
How confident do you feel about
experimenting with new financial
models and how do you plan for
sustainability in new projects?

38. Action for Children
Core Challenge:
● With funding for Children’s Centres
being cut - how can we ensure parents
can still access expert advice and build
relationships with support workers?
Solution:
● Parents can chat online or schedule a
call with a support worker to ask for
advice. Follow up calls can also be
arranged.
Outcome:
● Completed a 3 month pilot in two
locations and now exploring roll-out
across the country.

39. www.wearecast.org.uk

41. REFLECTIONS AND NEXT STEPS
WHAT ARE YOU GOING TO DO NEXT?

42. Final reflections
What’s the biggest realisation that
has come out of this discussion?
Write down 3 things you’re going to
do next, and set a deadline.

43. Thank you
hello@wearecast.org.uk
@TechforGoodCAST