Achieving success with digital services for parents/carers – Amanda Derrick
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The document summarizes the Connect Digitally initiative which aims to design digital public services around families' needs. It discusses how Connect Digitally improved the free school meals application process by moving it online, integrating the back office systems and redesigning the front office experience. This reduced costs for local authorities and improved the application process for families. It also provides evidence that online school admissions saw higher take-up as a popular and sustainable service. Connect Digitally accelerates change by driving efficiencies and measuring benefits to stakeholders.
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Achieving success with digital services for parents/carers – Amanda Derrick
- 1. Connect Digitally: Achieving success with digital services Socitm Insight 9 June 2010 Amanda Derrick Programme Director
- 2. Connect Digitally Vision: Services are designed around the family
- 3. Connect Digitally starts by understanding parents’/carers’ attitudes… Business Process Modelling Generating Customer Journeys Customer One-to-one Interviews Customer Focus Groups Digital Inclusion research Feedback Surveys Customer Insight
- 4. … and identify touch points. For example for free school meals
- 5. Connect Digitally has changed FSM from a difficult paper based process…
- 6. … to an online service that improves the experience for the family and saves the LA money
- 7. Online Free School Meals integrates the back-office and redesigns the front-office LA Back Office School Confirm FSM eligibility to school Paper-based application plus proof of benefits Application processed by local authority officer Internet Parent/carer applies online Meal provided sooner Paper-based application Eligibility Checking Service Home Office DWP HMRC Parent/carer applies by phone or face to face
- 8. Evidence of success for free school meals – number of transactions eligibility checking service
- 9. … and channel shift in Hertfordshire .
- 10. Evidence of success - online school admissions take-up demonstrates a popular and sustainable service
- 11. and the results of channel shift in Hertfordshire …
- 12. The Connect Digitally approach accelerates change by driving efficiencies and by clear benefits measurement
- 13. Business Change Solution transference Accelerated service improvement Accountability for benefits measurement Programme activities Supplier engagement Stakeholder engagement Specialist advice and guidance Prevention of ‘re-inventing the wheel’ Programme products/tools Local authorities do not need to create/develop themselves Readily available and can be used immediately Community of Practice Connect Digitally is leading local authorities in the implementation and take-up of digital services
- 14. Connect Digitally Benefits: Improving outcomes for families and delivering efficiency savings For families Faster, easier, cost-saving and de-stigmatising services For OGDs, LAs, schools Efficiency savings, cost-savings £14m £28.5m £45m £66.5m Benefits flyers explain main benefits of OSA, OFSM, OP, CC Benefits accrue from: Service take-up acceleration Connect Digitally tools and resources
- 15. What to do next Join the Connect Digitally Community of Practice and register at: http://www.communities.idea.gov.uk Contact [email_address] for further support