patrick nash: are you ready to respond?
DESCRIPTION
'Doing More with Less' - speech delivered by Patrick Nash, CEO of Connect Assist to the ACEVO CEO Summit, 17 June 2010 on service delivery in a cost constrained environment. Patrick looks at the reasons for increasing demands for support and advice service provision by the third sector. In this instance, the focus is on the challenges that arise from reducing financial resources, subsequent papers will consider technology, risk, training, marketing and societal changes that the third sector needs to address to meet the demands of the 21st Century service user.TRANSCRIPT
Patrick Nash, Chief Executive, Connect Assist
Are you ready to respond?Service delivery in a cost constrained environment CEO Summit
Leadership in the New Era – Survival of the Fittest
June 2010
www.connectassist.co.uk
Key Question
2Service delivery in a cost constrained environment
Is your organisation ready to do more with less?
www.connectassist.co.uk
Three-fold pressures
3Service delivery in a cost constrained environment
Diminishing resources will result from:
Reduced funding from government contracts and grants
Reduced voluntary donations as people tighten belts
Increased demand, as public service feels the strain
www.connectassist.co.uk
Opportunity exists
4Service delivery in a cost constrained environment
These pressures present an opportunity to:
Help more people not fewer
Tackle problems earlier on
Quantify outcomes
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Competitive environment
5Service delivery in a cost constrained environment
Charities need to:
Drive down costs and overheads
Clearly quantify outcomes and value for money
www.connectassist.co.uk
The opportunity
6Service delivery in a cost constrained environment
So, what is the opportunity
available to us?
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Four organisational responses to recession
7Service delivery in a cost constrained environment
1 2
3 4
Survival thinking Victim thinking
Ostrich thinking Entrepreneurial thinking
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Charity case study
8Service delivery in a cost constrained environment
Service incident growth
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Charity case study
9Service delivery in a cost constrained environment
Cost per incident
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Five lessons I’ve learnt
10Service delivery in a cost constrained environment
1 Online contact is not the poor relation
2 Excluding web contact excludes vulnerable people
3 You can build authentic relationships online
4 Output is meaningless, outcomes are essential
5 Good service equals excellent fundraising
www.connectassist.co.uk
Four things to consider immediately
11Service delivery in a cost constrained environment
1 2
3 4
Extend your channels of communication
Apply operational learnings to service provision
Outsource some of your services to expert providers
Form commercial partnerships with others
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Cost ratios
12Service delivery in a cost constrained environment
Average cost per interaction
www.connectassist.co.uk 13Service delivery in a cost constrained environment
Resources
Discussion paperAre you ready to respond? Doing more with lesswww.connectassist.co.uk/doingmorewithless
Cost Constraints SurveyJoint research by ACEVO & Connect AssistOur stand at this event ACEVO website
Contact me [email protected] Tel: 01443 827 600
Insert image of paper
www.connectassist.co.uk
www.connectassist.co.uk
14Service delivery in a cost constrained environment