Delivering Channel Shift
Jayne HilditchCorporate Services Director
Delivering Channel Shift
Deciding to …How to …What to ….(take online)
Deciding to …
Digital Exclusion…
An Additional Channel
make it so good, people choose to use it
Don’t take other stuff away
Speed of change…?
2012 2013 2014 2015 20160%
50%
100%
OnlineF2FPhone
Put it in the ICT Strategy
Two words about the business case
exchanging ignorances
How to …
Probably not with the big guns…
Agile Project Management
Agile trumps Prince2 for web projects
Think about the skills needed
Procurement Hurdles
Avoiding the car crash of agile development v
procurement
Procurement Hurdles
MVP: fixed costPhase 2: time + materials
What to …(take online)
The Attention Economy(or, the ‘wiifim’ question)
Me
My Home
My Neighbourhood
The Landlord
Transactional• Rent account & payment details• Repair reporting & status• Common parts repair alerts• Service charge calculations• Tenancy & lease info
Transactional
• Embedded messaging system (like ebay).
– Cultural change for working practices
FuturisingPrepare for customer service in
public…
Feedback & Involvement
Feedback & Involvement(Getting involved with TVH)
…and maybe the unusual suspects
• Feedback on contractor performance• Consultation on policies• Identifying priorities• Extending reach of resident auditors
Community
Community(Getting involved with each other)
• Using the tools that are already out there…– Facebook - links to existing social networks– Meetup - groups, eg baby-sitting circles, shed-days– Eventbrite – to organise events– Post-code news-feeds
• User generated content
