How social distancing is shaping service delivery

The advantages of digital service delivery 

 

 

Increasing reach 

 

 

The limitations of in-person service delivery can minimise the reach of certain charities, depending on the nature of the charity. Homelessness charities, for example, have struggled with digital service delivery, as the service they provide is predominantly in-person. 

 

 

But other charities have found that the shift to digital actually increases their reach. Charity staff were quick to realise that digital tools, such as Zoom, Slack, Miro, Monday, Trello, Asana, and Microsoft Teams, help to provide effective service delivery without face-to-face contact. These tools will be used in the future, regardless of social distancing restrictions. 

 

 

Using online channels for service delivery has allows digital leaders to reach new audiences, audiences that are more naturally dependent on the digital. Charities increased the use of social media, dedicated greater resources to websites, and some even put out guidance and information using new formats, such as podcasts, webinars, and video content.   

 

 

Auditory Verbal UK are one of many charities that shifted to digital services so they could continue to deliver auditory and verbal therapy sessions for deaf children. They moved quickly to adopt digital elements and consequently extended their overall reach.  

 

 

The charity is based in London, but since social distancing restrictions were put in place they began serving people beyond the capital who might not have been able afford the cost of travelling to access services. 

 

 

In the future, charities will likely combine digital service delivery with necessary in-person service delivery, allowing them to extend their reach even wider and maintain vital services.  

 

 

 

 

Saving time and money 

 

 

Digitising service delivery can save time and money. One of the disadvantages of in-person service delivery is the potential cost to both the charity and the person the charity is serving.  

 

 

Either party may need to travel, which can be costly and time-consuming. The travel costs could be better spent on other services, especially if the service could be supplied digitally. 

 

 

Charities can reach more people with simple and cost-efficient measures, such as providing necessary information on websites, utilising social media, and having effective resources accessible to all.  

 

 

Many charities are going one-step further, adopting self-service-led models that can help as many people as possible with minimum expenditure. The models offer automated services that require no expenditure for the charity and can help with users’ needs. 

 

 

Self-service tools bring other benefits, too. They are convenient for users who want to access support in the evening or at weekends, rather than during working hours. And they can help people who would rather not have an in-person interaction.  

 

 

Self-service tools do limit the personal touch, which if often essential for some service users. But charities can offer self-service tools in concert with delivering in-person services, reaching more people and continuing to deliver the appropriate support.