Supported by:

Attendee Feedback from the Unconference:

Made a couple of excellent contacts that will help us take our channel shift project forward.

I was a little apprehensive about the format before it got underway, but once the sessions were organised and in full swing the format was great and really inspiring.

I found the whole day very supportive, it was great to see and talk about how other organisations managed channel shift and how we are all striving to achieve the same goal.

I thoroughly enjoyed the “unconference” format – good to see colleagues from both industry and the public sector pitching their ideas for sessions.

Summary Video of the Day:

BEST PRACTICE CASE STUDIES

Chelmsford City Council Digital Journey 2015
Andrew Webb, Customer Services Manager, Chelmsford City Council
Presentation Slides: Chelmsford City Council Digital Journey 2015

LB Harrow – Keep Calm & Channel Shift
Jonathan Milbourn, Head of Customer Services, LB Harrow
Presentation Slides: LB Harrow channelshiftcamp EAST

After the “Unconference” Dos and Donts, the session pitching took place and the following sessions were created:

SESSION OUTPUTS:

Human Element of Channel Shift

Re-imagining Public Services
Another great interactive session run by the Salesforce Ignite team where attendees are asked to think about services that a new family moving into an area might require from the council and how they might be delivered digitally

Mistakes in Channel Shift

This session was facilitated by Jonathan Milbourn, Head of Customer Services at LB Harrow and was a great session that involved “crowdsourcing” a number of mistakes made around Channel Shift. The output was a list of mistakes with some ways of overcoming some of them.
Mistakes in Channel Shift Session Output

Gamification in Channel Shift
Following on from the “Re-imagining Public Services” session run in the morning, the Salesforce team  then ran a very busy session on how councils can apply gaming theory and dynamics to stimulate and improve take-up of Digital Services

User Experience Feedback

Liz Ridler, Digital Customer Experience Manager from Essex CC with support from Matt Culpin from Jadu ran a session looking at User Experience Feedback. Once again, this session was very interactive and the output was a number of ideas about how to collect user experience feedback
User Experience Feedback Session Output

Is your Channel Shift Strategy the Best it can be?
Steve Meades, who up until recently had been working in Local Government on various Channel Shift projects but now is working with the good people at Govmetric, ran a very good session on whether peoples Channel Shift strategies were the best they could be and put together a Prezi on some of the key questions people should be asking themselves
Is your Channel Shift Strategy the Best it can be session output

The Future of Channel Shift
John McMahon of IEG4 has run a number of sessions now with attendees up and down the country looking at what the future of Channel Shift looks like and modelling a product around the outputs of those conversations.
This session created the following new functionality:

• a new GroupOn-esque function, which allows local deals to be seen / advertised for revenue for the council
• a new dashboard view of the average processing times for top tasks and a view of how online forms are interwoven in
• how citizen can upload documents to their case whilst tracking its progress

Bridging the Gap between Business & IT
Martin Sharp, an Enterprise Architect at Essex CC ran a session looking how important it was to have IT & Business supporting each other in Channel Shift projects and activity
Bridging the Gap Session Output

Webchat as a Channel

Measuring Channel Shift
Why measure Channel Shift? What’s the point and what can we learn/achieve by measuring it. Steve Meades from Govmetric led a session looking at this very question and here is the output from the session
Measuring Channel Shift Session Output

Building an App in 20 minutes

Touching the Untouchable