Buck The Trend: Survive And Thrive

“Leaders who are courageous choose a positive and optimistic attitude to enable their people to succeed in difficult and uncertain times. Organisations will need new strategies, different approaches to leadership and the ability to implement change in a pacey and agile way.” *Bath Consultancy Group

In this current climate of reduced budgets, fewer staff and a high demand for services, organisations are under pressure to restructure themselves, to maintain their high standards and reach more people. Of course issues vary for each organisation but the three concerns that the majority have are:

a.)    ways of saving money

b.)    ways of raising money

c.)    how to meet the high demand with little resources

80% of adults use the Internet and 94% of people own a mobile phone. Digital literacy in the UK is widespread with a large number of people eager to access information through digital means. Therefore it is crucial that third and public sector organisations find ways to keep up with this demand.

Due to lack of familiarity with the channels, some organisations are slow to act. Yes, many organisations are using digital media to communicate but fewer are actually delivering services to people on a digital platform.

Digital service has already proved its ability to cut costs and reach more people. Examples include:

Health4Work. The Government’s occupational health advice service for small business was recently re-launched on a digital/multi-channel platform and has seen double the usage in just a few months.

The National Council for Voluntary Organisations recently re-launched its Member Helpdesk on a digital platform, gaining double the utilisation and a 70% reduction in operating costs.

Why convert to using digital services when you are already happy with what you’re charity or organisation is providing? What digital service delivery provides is an additional access channel not a substitute. Offering a variety of choices for service users means that more people are able to make use of the services you have on offer.

For further information, download our discussion paper which discusses in detail the cost savings that can be achieved with digital delivery:


*“Leading through the downturn.” Bath Consultancy Group, 2011.

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Case Study

Case Study: Grocery Aid

1.1.          Grocery Aid

1.1.1.      About our customer

Grocery Aid, the trading name of the National Grocers' Benevolent Fund, is the charity for the grocery industry. Grocery Aid helps people all over the UK who have worked, or are working, in the grocery industry and have now found that they need some extra support to get by. The help that Grocery Aid provides can make a very real difference and it provides not only monetary support, but also appliances and everyday items that many take for granted.

1.1.2.      The service we provide

The helpline was a new service for Grocery Aid. We set about improving the reach of their valuable service and sought to reach out to the people needing the help and support that they provide. In early 2010, Connect Assist successfully helped Grocery Aid launch their first helpline via our 24/7 Contact Centre. Today we offer multi-channel solutions via phone, e-mail, knowledgebase, ask a question and live chat.   The multi-channel helpline provides information and support to people and business owners working in the trade – from large supermarkets to corner shops. This includes an innovative ‘incident support’ service following attacks, arson and other incidents that are prevalent within the industry.


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