When to use digital service delivery

Charities were forced to move their services online during the pandemic. But what seemed to be a temporary measure at the time now presents a longer term opportunity for the charity sector. Digital services can sometimes help charities to reach more people they are trying to support. For example, if users live far away or have other barriers to receiving services in person.

 

There has been widespread adoption of digital in the charity sector since the pandemic. The latest Charity Digital Skills Report shows that more than eight in 10 (81%) charities are using digital tools to deliver their services.

 

But some charities – especially small ones – are still not fully using digital tools. The Charity Digital Skills Report shows that when you breakdown charities by size, 88% of large charities are running digital services compared to 56% of small charities.

 

Part of Charity Digital’s Reimagining Servies campaign, this article explores how and when to use digital to provide services for beneficiaries. The  campaign looks at how charities can improve their services for the people who use them.

 

 

Make your service delivery inclusive

 

Before you go ahead and create a digital service, it’s important to speak to the people who will use it. Do they have access to the internet and a device (smartphone, tablet, laptop, or computer) to use an online service?

 

It can exclude people to only use digital in your services. So, there is a digital inclusion issue to consider when developing new charity services.

 

A survey carried out by the NCVO, Nottingham Trent University, and Sheffield Hallam University in July 2021 showed that changes in how technology was being used during the pandemic led to some improvements in service accessibility. Out of almost 350 respondents, almost half (45%) said that changes to technology improved accessibility while almost one in five (17%) said it reduced accessibility.

 

The Charity Digital Report, Digital inclusion in the UK charity sector  also shows that some people can’t access digital services. For example, more than half (56%) of charities surveyed had difficulty reaching service users due to technology issues. And two-thirds of charities struggled to use technology due to a lack of digital skills among service users.

 

Here are some ways that charities can decide whether to use technology in their services.

 

 

Consider service user needs

 

The Charity Digital Code says that the needs and behaviours of people using services is the “starting point for everything charities do digitally”. It says that building services around how people use digital is “vital to ensuring the organisation is fit for purpose”.

 

Think about the needs of the people who will use your service. Have they got the digital skills, the technology and access to the internet to use an online service? Or  can they only access the service by interacting in person?

 

The Charity Digital Code recommends that charities ask people who will use the service about their technology habits and to test digital tools with them to see if they could be improved.

 

 

Be cost-efficient

 

Creating digital services can help charities to reduce their costs and be more efficient. There are costs associated with using technology but there are ways to overcome these. For example, charities can find discounted and donated technology, and collaborate with other charities.

 

 

Reach more service users

 

Digital services can help charities to reach more people. For example, in 2024, Shelter set up an online chat service for people who can’t get through to an adviser on the phone. The digital service is helping the charity to meet increasing demand for its advice services.

 

 

Overcome obstacles

 

Think about the barriers that you may face when deciding to create digital services and whether these are easily overcome. According to an NCVO survey,  the most common obstacles charities face are: staff having to increase their digital skills to run online services, the cost of equipment and software, and the skills of the people using the service and their access to equipment.

 

There are free resources online to help people boost their digital skills.

 

 

Use a hybrid model

 

Research in 2021 shows that hybrid service models are the most effective way for charities to support the people using their services. Running both digital and face-to-face services can help charities to reach everyone who needs them. For example, you may be able to resolve simple issues by posting information on a website, but in-person services can help to address more complex issues.

 

 

Being aware of what other charities are doing

 

your peers in the charity sector. Look at what charities working in the same area as you and whether they run similar digital services. Either look to create something different with your service or perhaps consider partnering up with other charities to reach more people.

 

 

Find out more

 

Our 2025 Reimagining Service Delivery Summit unlocked new perspectives on service delivery and how charities can maximise value to service users. Click here to watch the session recordings for free.

 

Our Reimagining Services Hub features regular articles, podcasts, and webinars to support charities in delivering services. Click here to learn more.