{"id":23979,"date":"2018-09-12T10:24:40","date_gmt":"2018-09-12T09:24:40","guid":{"rendered":"https:\/\/digileaders.com\/?p=23979"},"modified":"2018-09-12T10:24:40","modified_gmt":"2018-09-12T09:24:40","slug":"bringing-digital-into-service-delivery","status":"publish","type":"post","link":"https:\/\/digileaders.com\/bringing-digital-into-service-delivery\/","title":{"rendered":"Bringing digital into service delivery"},"content":{"rendered":"

We\u2019ve seen lots of examples of charities using digital to make a huge impact, and there are certainly encouraging signs to be found within the recent\u00a0Charity Digital Skills Report<\/a>.<\/p>\n

Often these show transformations in fundraising: global campaigns such as the\u00a0Ice Bucket Challenge<\/a>; the incredible\u00a0Global Giving<\/a>\u00a0crowdfunding for grassroots organisations across the world<\/a>, or making it easy to donate spare\u00a0pennies<\/a>.<\/p>\n

Equally, we\u2019ve seen incredible examples of charities using digital to communicate: to raise awareness of their work, like British Heart Foundation\u2019s #RESTARTAHEART campaign, or to celebrate their impact, like\u00a0Street League\u2019s Impact Dashboard<\/a>.<\/p>\n

But outside of our sector, it\u2019s the shift to digital services that has created the most dramatic change. How we search for information and complete transactions\u200a\u2014\u200afrom customer service queries, to having purchases arrive at our doors almost immediately. The brands we recognise, the prices we expect to pay and the processes we expect to use have all changed as digital services have played a greater role in our lives.<\/p>\n

Such has been the shift in digital behaviours, that our sector needs to respond with urgency. This is because people seeking support more and more expect a digital \u2018way\u2019 of solving their problem.<\/p>\n

This urgency isn\u2019t about a lack of digital services though.<\/p>\n

By 2016 there were over 259,000 health apps on the app stores which had been downloaded over 3.2 billion times. Of these apps, it\u2019s estimated that less than 0.1% have any evidence of efficacy and social impact. The urgency isn\u2019t the lack of digital services\u200a\u2014\u200ait\u2019s the billions of times that people looking for support are by-passing our sector. All of the expertise, wisdom and commitment within charities is being missed as people reach out digitally and only find solutions built elsewhere.<\/p>\n

As charities, to ensure we\u2019re meeting the needs, behaviours and expectations of those who need our sector\u2019s support, we must now focus on developing effective digital services.<\/p>\n

There are already some amazing examples of digital services created and delivered by charities. Breast Cancer Care\u2019s\u00a0BECCA<\/a>\u00a0app is providing personalised support to nearly 10,000 women as they leave clinical treatment for breast cancer, while Age UK\u2019s Steps platform supports volunteers to have more detailed and person-centred conversations with older people. Each of these was developed on our\u00a0Fuse<\/a>\u00a0digital accelerator programme for established nonprofits\u200a\u2014\u200athe mobile app and tablet-based tool, respectively, enable the charities to deliver user-led services that respond to people\u2019s existing digital behaviours.<\/p>\n

So where to start?<\/p>\n

1.\u00a0Start small<\/a><\/h4>\n

Good digital development is about building confidence that you\u2019ve identified the right problem to address, and then that you\u2019ve got the right solution to that problem. This confidence builds as you continually understand people\u2019s needs (from their perspective), and then test and develop your response.<\/p>\n

2.\u00a0Discover your service users\u2019 digital habits and preferences<\/a><\/h4>\n

Talk with five service users about their use of digital as a starting point. Ask what products they use and how they find new information, such as cinema times or the best price for a purchase they\u2019re considering. Asking questions about specific current\/past behaviours (rather than future wishes) means you\u2019ll begin to unveil their existing digital preferences. If you can align your services with these preferences and expectations, you\u2019ve much greater chance of your service being used and providing value.<\/p>\n

\n

This article was originally published here<\/a>.<\/p>\n

 <\/p>\n

\"More<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

We\u2019ve seen lots of examples of charities using digital to make a huge impact, and there are certainly encouraging signs to be found within the recent\u00a0Charity Digital Skills Report. Often these show transformations in fundraising: global campaigns such as the\u00a0Ice Bucket Challenge; the incredible\u00a0Global Giving\u00a0crowdfunding […]<\/p>\n","protected":false},"author":11,"featured_media":23980,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"class_list":["post-23979","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","topic-charities"],"acf":[],"yoast_head":"\nBringing digital into service delivery | Digital Leaders<\/title>\n<meta name=\"description\" content=\"To ensure we\u2019re meeting the needs, behaviours and expectations of those who need our support, we must focus on developing effective digital services.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/digileaders.com\/bringing-digital-into-service-delivery\/\" \/>\n<meta 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