7 years ago, we started to look at Channel Shift, the movement of a communication/service/process from one channel to another, where the movement saves the organisation cost/time/effort in delivering what it is they have moved. (above pics are from in-person events held in Glasgow & Manchester)
We did this through online content and a series of “in-person” events called #channelshiftcamp, which were the first unconferences focusing on Channel Shift in Local Gov.
Fast-forward to present day and Covid19 has accelerated the need for Channel Shift in citizen contact & engagement for Local Authorities.
Dramatic increases in demand on the Contact Centre and digital channels has meant that Local Gov organisations and services that have lagged are now having to SHIFT and to adopt newer technologies such as messaging apps and video conferencing platforms to engage with and serve citizens.
This session will focus on why Channel Shift should still be a priority for Local Authorities and topics of discussion will include:
Better Citizen Experience
Data Backed Citizen Engagement
Supporting the Important Skilled Human workforce
We’ll have a series of discussions and then a virtual unconference run using the Zoom Breakout rooms.