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Digital Strategies for Community Living BC (Cost Structure (Challenges…
Digital Strategies for Community Living BC
Cost Structure
Challenges
Dissatisfaction from families with minimum funding levels
Growing administrative costs
Major projects / platforms / initiatives
Desire to maintain admin costs at 7% or below (for public reporting)
Digital Solutions / Opportunities
Promote via digital channels non-funding related supports
For example help with planning, connecting to other community resources,
Promote employment supports (available to anyone eligible, but not always used)
Can lead to greater financial / personal independence for people we support
Improved Intranet + visual workflow maps can increase staff efficiency
Less time searching for / verifying information = more time to support individuals and families
May help with workload challenges
Key Activities
Challenges
Unreliable CLBC Intranet creates issues for staff
time is wasted trying to verify if information is correct (in policies around eligibility / service delivery)
Workforce that is spread across province feels disconnected from each other and from head office (isolated in their own regions)
Families struggle with the process of accessing services
Feel alone, frustrated by the experience
Digital Solutions / Opportunities
Refreshed, well-maintained Intranet
Provide accurate information (single source of truth for staff)
Reduces staff confusion / frustration + increases efficiency
Collaboration and forum tools help staff across the province connect with each other.
Simple features like photo of the week (rotating through different regions) help staff feel more connected to their distant colleagues.
Accessible via mobile device (for staff in the field)
Use website to better explain eligibility and key processes to families
Create interactive checklists to help prepare for meeting with CLBC
Make it easier to provide feedback via online forms / more visible public email
Track trends of questions / feedback received (to help inform online content strategy)
Customer Segments
Challenges
Soon to be / recently eligible
may not have prepared for transition process at age 19
Can be overwhelmed / stress / combative
Required to digest lots of information, complete assessments
Family members
Limited contact information
Difficult to target communications to as a specific group
May not be digitally inclined
Different Service Types (home sharing, employment, community inclusion, individualized funding)
lack of awareness about programs / how to access
Apprehension about family member's living / working situation
Digital Solutions / Opportunities
Use digital platforms to promote success stories
Allow family members to understand how others in similar situations have worked with CLBC
Ensure information / publications on web can be printed easily for those who prefer hardcopy format
For people soon to turn 19, target information through school system to reach individuals & families at an earlier age.
Preparation can begin as early as 16.
Create a dedicated Transition hub on the site
Promote subscription to targetted information lists
Distribute information on a regular basis
Ensure information is targetted to meet needs of audience.
Key Partners
Challenges
Infffective Communication
Lack of reliable contact lists
Partners may share contradictory information
May lack awareness of CLBC Mandate / services
Only about 50% of all contract providers have up to date emails on file
Digital Solutions / Opportunities
Make email address a contractual requirements (at creation of new contract or renewal)
Create robust email lists of service providers, with ability to filter by type of service they provide
Enhance ability to provide targetted, useful info (avoid bombarding all providers with information that may not useful)
Ensure that all messages are received by all desired recipients
Capture analytics from email to better understand what is / isn't being read (identify key areas of interest)
Develop improved social media outreach to key partners (sharing content, partnering on information campaigns)
Customer Relationships
Challenges
Communications
Unrealistic expectations about available services
Unclear processes
Too much information for individuals/families to absorb
Complex government jargon
Perception of having to fight for services
Ability to reach all audiences
Unreliable distribution lists
regional variance in reliability of contact information
Digital solutions / Opportunities
Provide more clear, plain language descriptions of services and processes on web
Profile specific service / answer key questions via social media around monthly themes
Produce more video content
Easier to consume for many people + puts human face on organization
Develop text transcripts
Make filing a complaint / registering concern easier via accessible web form
Report internally on complaint data to better understand concerns that arise
Value Proposition
Challenges
Communicating value of non-funded options (eg connecting people to community supports, connecting families to other families)
Digital Solutions / Opportunities
Utilize digital communications channels to better explain non-funded benefits of connecting CLBC
Example, support with planning one's life; information about other gov't agencies that may be of assistance.
Channels
Challenges
Lack of unified content / publishing strategy
Offline materials may be outdated / contradictory to online information
Unreliable contact lists for key customer segments
Social media channels are potential avenue for airing public complaints
Not all channels are mobile-friendly
Significant # of people use mobile devices to try learn more about CLBC
Digital Solutions / Opportunities
Create unified content strategy for all channels
Ensure key audience informational needs are being met
Promote online subscription to digital channels
Mobile friendly app to provide single source of all information
Review analytics closely to understand and respond to patterns
Identify what information is most often accessed
Establish website as go-to stop for accurate versions of publications
Properly format publications for easy printing via website (if hard copies needed). As opposed to cumbersome annual print runs)
Program alerts to notify of complaints posted online
Flesh out response protocol for online complaints
Key Resources
Challenges
Staff feel overwhelmed
Lack of support from internal tools (including Intranet)
Challenges to confirm correct information
High volume of updates delivered via email (hard to track)
Community councils are underequipped to perform their work (of developing more inclusive communities)
Councils request better web presence to recruit members
Council want to map inclusion resources (business, organizations, locations etc.) in their communities
Lack of central strategy for communications channels
Digital Opportunities / Solutions
Create visual digital workflows to support staff
Include links with visual workflows to necessary documents needed at each step.
Support councils with better web presence.
Train web publishers to update content
Support use of mapping tools (like Google Maps) to identify and pin different resources in community.
Revenue Streams
Challenges
Annual budget is often stretched to provide adequate services to all who are eligible
Revenue is strictly via gov't annual budget
Growing population of eligible people turning 19 & becoming eligible each year
Digital Solutions / Opportunities
Profile success stories and demonstrate value of services via digital platforms web / social media
Gain greater recognition within gov't and broader public
Potential budget increase to match growing demand
Provide straightforward digital reporting tools for schools / Ministry of Children Families
Better anticipate of eligible population for future years
Support more robust financial projections