Channel Shift Reset - recovery after the COVID-19 Coronavirus Pandemic
Turning to areas of emphasis for councils post-COVID and how Local Government will 'reset' Channel Shift.
The vision of 'new normal' looks like more social distancing, local focus, ensuring and shoring-up supply chains, and getting used to new ways of social interaction through technology.
We will need to share best practice rapidly and at an unprecedented level. Services will need to be re-enabled to be digital first and in many cases, digital only. This means we will need to develop a 'reverse business case' to plan for deactivating or not reactivating traditional methods of delivering service.
For many authorities the level of innovation and cutting edge work in partnership with both public and private sectors and between councils in ‘co-delivery’ models has provided support for communities that have found themselves taking the driving seat in local support. From co-ordinating food parcel deliveries, crowdsourcing PPE, delivery of business grants and supporting the most vulnerable in society from housing the homeless to caring for the most vulnerable adults and children.
Swindon Council have addressed their response and established leveraging their technology estate, people and partners to quickly deliver automation in their new services. When they found the challenge of delivering Food and Medicine parcels, they looked at common service patterns they could reuse, and found that their newly delivered Pest Control service could be easily reconfigured for Food and Medicine deliveries. They built in route optimisation using Google Maps and Jadu technology to create an optimised digital service that worked on day one. Hear more about how Swindon took. the next step with their Channel Shift RESET in this short webcast on YouTube.
Delivering a 'Digital by Choice' strategy is becoming increasingly essential for self-service. Channel Shift is a concept Jadu are very adept at understanding and provide the tools and knowledge to make it happen. With hundreds of Public Sector organisations powered by Jadu Continuum Platform, our partnerships with Government and Higher Education spans over a decade of experience.
Watch the Channel Shift Reset video
What is channel shift?
Channel shift is the process by which organisations seek to encourage customers to access or interact with services via channels other than those to which they normally choose. Harnessing digital technologies to enable citizens and businesses to self-serve whilst designing out failure demand from service delivery processes have therefore become twin priorities for councils. Now however, ensuring rapid deployment and iteration of digital services has become not just essential, it has become business critical.
Prioritising digital commerce
Self-isolation. Social or Physical distancing. Community spread. These once obscure terms are now everyday words. New habits and behaviors are forming that in many cases are not likely to go away after the crisis passes. The need to deliver always on, well designed digital services has never been more important. With commecial income from tourism, car parking and other hard hit services drying up - finding new digital service delivery models is essential. Services are now focusing at a hyper-local level, with new and innovative community projects needing support and co-ordination for them to be sustained.
Sharing best practice
By sharing the best practice and innovation being rapidly developed now, we reduce the time to deliver, the costs and ensure digital service is right first time for citizens.
When we deliver digital services now, the common service patterns, eForms, workflows, widgets and apps are shared on the Jadu Library - this is where our community of users can upload and share service patterns and best practice freely.
How Swindon is innovating to RESET Channel Shift
Swindon Council experienced a 2000% increase in demand for Free School Meals, which was being processed manually. Swindon took their Jadu form data and used RPA (Robotic Process Automation) to process applications. 'New Normal' for Swindon will feature significant automation. 15 min Podcast on how Swindon used technology to solve critical service delivery challenges.
Medway's focus on content and user experience
Medway Council designed and iterated a central place for responding to the Coronavirus. The content "grew and grew" and they iterated entire sections of their GOVUK website based on changes being made to services. "How do we get things back to normal?" Catherine Iles, Digital Services Manager at the council explains their experience.
With experience of working with over 100 Public Sector organisations and
as the leading consultancy working within the public sector, Jadu have
developed a 5 step plan that guides digital strategy and puts the
customer at the centre of transformation.
Jadu provides secure cloud-based SaaS services as well as government-class single tenant hosted services that provides an additional layer of specialist support for the Jadu CMS and Forms applications and environments with unparalleled service and resilience.