1. Connect Digitally: Achieving success with digital services Socitm Insight 9 June 2010 Amanda Derrick Programme Director

2. Connect Digitally Vision: Services are designed around the family

3. Connect Digitally starts by understanding parents’/carers’ attitudes… Business Process Modelling Generating Customer Journeys Customer One-to-one Interviews Customer Focus Groups Digital Inclusion research Feedback Surveys Customer Insight

4. … and identify touch points. For example for free school meals

5. Connect Digitally has changed FSM from a difficult paper based process…

6. … to an online service that improves the experience for the family and saves the LA money

7. Online Free School Meals integrates the back-office and redesigns the front-office LA Back Office School Confirm FSM eligibility to school Paper-based application plus proof of benefits Application processed by local authority officer Internet Parent/carer applies online Meal provided sooner Paper-based application Eligibility Checking Service Home Office DWP HMRC Parent/carer applies by phone or face to face

8. Evidence of success for free school meals – number of transactions eligibility checking service

9. … and channel shift in Hertfordshire .

10. Evidence of success - online school admissions take-up demonstrates a popular and sustainable service

11. and the results of channel shift in Hertfordshire …

12. The Connect Digitally approach accelerates change by driving efficiencies and by clear benefits measurement