Miles Maier Twitter @LasaICTICT Champion

Using technology to help deliver Advice Services

www.lasa.org.uk

Take-Aways

Move towards online service delivery

Technology barriers to providing advice

Case studies

Telling your story

Tips and tools

Triple Whammy

Increased demand on advice services

But….funding cuts reducing capacity

Digital by default

Digitisation of benefits system

9m UK adults not online > assisted digital

Towards online services GOAL – respond to increased demand

Make info easy to access via multiple

channels – web, email, phone, SMS

Personalised, location based info

Free or low cost, accessible to end user

Should always offer alternative channels Shelter briefing: Shifting Channels

Online services

Self-service – FAQs, mobile apps

1:2:1 support – advice lines, live chat

Community support – user forums, social

media, instant messaging

Location based services – where is….?

Good for signposting to quick answers filtering out those who can self-help freeing up advisor capacity

Use FAQs to signpost and self serve 94% of 16-24 yr olds accessed web via

mobile device; for all adults it’s 61%. ONS 2013: http://bit.ly/1iwMFHz

Self Service

Mobile version

Moneywiz mobile app

Live Chat Embed in website Mobile access Post advice surveys Good for cases needing privacy (gambling,

health, addiction, etc)

LiveHelpNow – from £13 p/m Zopim – from £9 p/m

1:2:1 Support

Community Support

Community Support

Forums and chat rooms

Works well with causes/issues/advice

Needs seeding/moderation

Provide for mobile access

Rightsnet; MS forums

Tapatalk app (free)

Tapatalk

Location based services

aka geo-social good

Works well with causes/issues

Crowd-sourcing

Mobile access

Lasa Advice Local (launches soon)

Ushahidi

https://crowdmap.com/map/southwarkadviceservices/

Telling your storycommunity support

Telling your story > funding, campaigns,

advocacy, agenda change, etc

Idealware Social Media Decision Guide

Objectives, audience, channels, measure, sustainable

Digital story-telling (BBC audio slideshows, 50m views) http://tinyurl.com/m6gedlg

Tell your story – Dog’s Trust

Donated and Discounted

CTXchange – donated software from Microsoft,

Adobe, Syantec and others; http://ctxchange.org/

Getonline@home – computers and laptops

refurbished to Windows 7 from £99 (UK charities

and eligible individuals). www.getonlineathome.org/

Useful online services

Bulk SMS – www.bulksms.co.uk

Collaborate Google Docs and Office 365

File storage/sync – www.dropbox.com

Arrange meetings – www.doodle.com

Organise events - www.eventbrite.com

Internet telephony - www.skype.com

Instant Message - yammer.com

Free Lasa webinar

Planning a New Website Initiative

2-3.30pm 27 February 2014

http://london4allwebsites.eventbrite.co.uk

* Supported by London Councils

Twitter @LasaICT and @WatfordGap

Web www.lasa.org.uk

Rightsnetwww.rightsnet.org.uk

ICT Knowledgebasewww.ictknowledgebase.org.uk