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

The last word…