The Training Offer for 2015
In collaboration with PSCSF, Sarah Fogden and Gerald Power are committing to a limited number of workshops in 2015 with the objective of helping delegates understand key aspects of channel shift and how to successfully implement it. They have also been spending a lot of time working on change projects and with the Chartered Institute of Public Sector Finance Accountancy (CIPFA) creating tools to help organisation benchmark their contact. The world has moved on since the last round of workshops and previous materials have been re-worked to create a tighter ‘basics’ workshop and three additional workshops are being offered based on feedback from workshops and conferences:
AN OVERVIEW OF CHANNEL SHIFT & DIGITAL SELF SERVICE workshop
This is intended as an overview of channel shift, the economic and performance benefits of digital channels and the key features of a channel shift programme. It is intended for senior service managers, change team leaders, change project managers and those who need to understand the strategic risks and benefits associated with channel shift.
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MAKING THE BUSINESS CASE FOR CHANNEL SHIFT workshop
Channel shift typically requires investment both in terms of cash investment and opportunity cost, it also carries financial and reputational risks. Increasingly organisations are finding that although they are convinced there is a case for change and digital delivery they are struggling to formally make that case. This may be because they find it hard to capture and analyse current contact costs or volumes, it may be because they find the risks and benefits hard to quantify, it may be that they find procuring the technology daunting or that they are unable to win the support of their elected members.
This workshop is aimed at those who either have an interest in making the case for channel shift or scrutinising such a business case. Its intention is to cover all of the critical areas that such a business case should have and explain what the principle risks normally are. It also aims to provide those without significant experience of managing customer contact with a basic understanding of how contact drives costs. This is we feel critical in evaluating whether major investments in technology will in fact yield tangible improvements in the quality of services or ‘cashable’ financial benefits.
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CUSTOMER INSIGHT: CHANGING BEHAVIOUR & GETTING SERVICE USERS ONLINE workshop
One of the most commonly asked question is ‘how do we get the customers to use the website’. It’s a critical question as the investment in online self-service will yield little or no benefit if service users cannot be convinced to change channels. This workshop aims to provide some practical insights into how an organisation can change the behaviour of its own personnel and its customers. It aims to provide a broad overview of how techniques such as demographic profiling, mapping and journey mapping can be used to arrive at a proposition that customers find attractive. The workshop will also seek to emphasise the importance of marketing digital services and working with partners to reach the socially and digitally excluded.
This workshop will be delivered in collaboration with Citizens Online and allow us to explore the reality of engaging with and changing the behaviour of some of the most difficult to influence families and individuals who are often heavy users of council services.
Read more about the workshop here
These courses are only available at these rates to Local Authority employees. The course materials are offered as part of the course, but strictly on the understanding that they are for internal use and will not be shared with commercial organisations.
Workshop Creators and Facilitators
Gerald has spent most of his career working within the public sector on change and efficiency improvement programmes. Gerald started his career with the Ministry of Defence on its science and technology fast track management training programme. Later he went on to specialise in change and benefits realisation with a particular emphasis on the role of technology, skills and behaviour change in effective delivery of outcomes. During his career he has worked across all of the major Central Government departments including DWP, DH, HMRC, DfT, Directgov and CLG.
More recently Gerald has been working with Local Authorities and Central Government on making channel shift a reality at the service delivery end of government. This includes work with Local Authorities to create business cases for change, develop technology strategies and effectively implement change to deliver real and cashable benefits. It has also included significant work on digital inclusion and how customer insight and journey mapping can be used to understand customers, meet their needs and influence their behaviour.
Sarah spent two years as a Classics teacher before joining the John Lewis Partnership as a Christmas temp. Over twenty years later she was chairing the Cabinet Office Contact Council and is still working in the world of customer service and operational delivery. Whilst Head of Customer Service for Lambeth Council’s Benefits Service, Sarah had her eyes opened to the challenges of frontline delivery and the potential for customer-focused service redesign. She developed these themes as Deputy Director for Service Transformation in the Cabinet Office, specialising in customer insight and channel shift. Now her work as a consultant enables her to do what she likes doing best: solving a diverse range of practical service issues with public sector clients. Sarah still provides strategic guidance and delivers training on channels shift and business transformation. The last five years have also seen her tackling local government projects spanning library and registration services, large scale customer contact strategies and service reviews.
COL is a charity that has worked with digitally excluded groups through community based projects across the UK. The organisation is represented on several government committees and groups dealing with digital inclusion and has been a thought leader in the sector of digital engagement for over a decade. Gerald has also worked closely with Gail Bradbrook of COL in developing the concept of a ‘systemic’ digital approach that can deliver an approach to digital inclusion that is evidence based, effective and can be supported by a business case.