It is…

Getting Smart with Delivery Channels in Digital Inclusion

Digital Inclusion in Austere Times

Tuesday 16th July 2013

It is…QUICK INTRODUCTION

• One of the original e-Government National Projects - Nearly 10 years old

• Now owned by Kirklees Council & Only available for public sector bodies

• Original remit to investigate TV as a channel of digital inclusion

• Now publish partner content & transactional services across Sky, Virgin, mobile web, a range of apps, games consoles

• Collective approach to technical development

It is…MULTI CHANNEL BRITAIN

FROM IPSOS MORI – Q2 - 2013

SMART TV: 12% of homes

INTERACTIVE TV: 56% of homes

52% of UK adults own a smartphone

72% of homes have broadband

46% of adults accessing web via mobile

25% of homes have a tablet

46% of adults used Facebook in last 3 months

Still millions offline

It is…PARTNERS

• 130+ local authority, housing and health partners use our multi-channel solution

• Range of national partners that ‘fit’ with digital inclusion, channels and local services

• Solutions can integrate with back end systems to deliver end-to-end transactions (CBL, GP appointment booking, housing repairs etc…)

• Allows partners to have a presence on multiple channels without• Capital investment• Technical resource• Minimising duplication & re-using content • Benefits from collaborative approach • Channel management & new channels

It is…

• Usage Overview (Jan-June 2013)• 11,376,056 hits• 662,630 sessions• Most used channel: TV > Virgin• 4,200 Job searches a week

• Partners benefit differently from the channels depending on their audience…

…And the services they provide… …. And how much they promote

• CBL on TV - Kent Homechoice • School Closures – Fife • Mobile working – Bristol• Local community angle – Kirklees• Free School Meals – Herts CC• Apps over all others – Amicus Horizon

CHANNELS – SERVICES – USAGE

It is…

“Reaching that silent tenant can be difficult. How can tenants being on-line add customer experience alongside channel shift to reduce operational costs .

“We are spending £250,000 upgrading our online functionality, yet currently only 10% of our residents have ever visited our site”

Amicus Horizon

CHANNELS & DIGITAL INCLUSION

It is…

“Reaching that silent tenant can be difficult. How can tenants being on-line add customer experience alongside channel shift to reduce operational costs .

“We are spending £250,000 upgrading our online functionality, yet currently only 10% of our residents have ever visited our site”

Amicus Horizon

68% of Amicus Horizon’s tenants have a mobile phone

CHANNELS & DIGITAL INCLUSION

It is…CHANNELS & DIGITAL INCLUSION

It is…AMICUS HORIZON MULTI CHANNEL BENEFITS

“Smartphones and their popularity made ‘My Landlord’ a perfect app to deploy.

“However it is the back office reporting of the solution that has brought more innovation to the organisation.”

Amicus Horizon

It is…AMICUS HORIZON MULTI CHANNEL BENEFITS

- Report arrives with all crucial pieces of information to initiate the repairs process (image, detail, location & availability)

- Enabling prioritisation- Enabling AH to respond more quickly- Resulting in more efficient process

- Word-by word view of report has improved scrutiny

- In app communication decreases time to organise repair

- Cross channel approach has led to a decrease in report handling costs: down to 80 pence from £4

It is…AGORA – A NEW WAY TO ENGAGE

Agora screenshot

http://agora.lookinglocal.gov.uk/

It is…MUTI CHANNEL BRITAIN – GOING FORWARD

It is…MULTI CHANNEL BRITAIN – GOING FORWARD

It is…MULTI CHANNEL BRITAIN – GOING FORWARD

It is…THANK YOU & QUESTIONS

JANE HANCERLOOKING LOCAL

FOLLOW US ON TWITTER @lookinglocalWebsite: www.lookinglocal.gov.uk

‘My Council’

‘My Landlord’