This document discusses digital service delivery and reasons for organizations to move services online. It provides examples of how the Teacher Support Network grew through adopting online channels, reducing their cost per incident. The document outlines next steps for organizations which include commitment, developing content, using multiple channels, creating user journeys, and integrating platforms. User journeys and examples of a multi-channel system are also presented.

1. Digital Service Delivery
1

2. The digital mix
Digital Digital
Purchase communication
Digital
service
www.connectassist.co.uk 2

3. Reasons why not!
“Our service don’t
lend themselves to “They are too
a digital approach” old”
“What if too
We don’t many people
“Our service found out about
have the
users aren’t us and used
money
online” more services?”
www.connectassist.co.uk 3

4. www.connectassist.co.uk 4

5. www.connectassist.co.uk 5

6. NCVO Member Helpdesk
www.connectassist.co.uk 6

7. Expertise in channel switching
Switching to digital
service channels
Teacher Support Network growth through online channels
250000
200000
150000
Number of contacts
100000
50000
0
2004 2005 2006 2007 2008 2009
Agent assisted incidents Online self-service
www.connectassist.co.uk 7

8. Case study: Teacher Support Network
Increased cost-effectiveness
Cost per incident has reduced significantly
£12.00
£10.00
Cost per incident
£8.00
£6.00
£4.00
£2.00
£0.00
2005 2006 2007 2008 2009
www.connectassist.co.uk 8

9. Next steps
1 Commitment
2 Content
3 Multiple channels
4 Create user journeys
5 Integrated platform
www.connectassist.co.uk 9

10. Multi-channel systems
Telephone calls
Self-assessment
Surveys and
feedback
Email
Digital service
platform
Support online
Mobile
applications
Facebook
applications
Knowledge base Face to face
www.connectassist.co.uk 10

11. User journeys
Sample user journey
NO
Tailored advice User signs up for
Does is delivered newsletter
their
score
suggest
that they
need YES YES
User asks a help?
question System suggests five One answer
possible answers prompts a
questionnaire Email asks Telephone call
if they want generated
a call-back
Webpage
recommends
call
www.connectassist.co.uk 11

12. Next steps
1 Commitment
2 Content
3 Multiple channels
4 Create user journeys
5 Integrated platform
www.connectassist.co.uk 12

13. patrick.nash@connectassist.co.uk
@pnashconnect
01443 827600
07900 241774
www.connectassist.co.uk
Digital Service Delivery
13