patrick nash: are you ready to respond?
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Patrick Nash, Chief Executive, Connect Assist
Are you ready to respond?Service delivery in a cost constrained environment CEO Summit
Leadership in the New Era – Survival of the Fittest
June 2010
www.connectassist.co.uk
Key Question
2Service delivery in a cost constrained environment
Is your organisation ready to do more with less?
www.connectassist.co.uk
Three-fold pressures
3Service delivery in a cost constrained environment
Diminishing resources will result from:
Reduced funding from government contracts and grants
Reduced voluntary donations as people tighten belts
Increased demand, as public service feels the strain
www.connectassist.co.uk
Opportunity exists
4Service delivery in a cost constrained environment
These pressures present an opportunity to:
Help more people not fewer
Tackle problems earlier on
Quantify outcomes
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Competitive environment
5Service delivery in a cost constrained environment
Charities need to:
Drive down costs and overheads
Clearly quantify outcomes and value for money
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The opportunity
6Service delivery in a cost constrained environment
So, what is the opportunity
available to us?
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Four organisational responses to recession
7Service delivery in a cost constrained environment
1 2
3 4
Survival thinking Victim thinking
Ostrich thinking Entrepreneurial thinking
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Charity case study
8Service delivery in a cost constrained environment
Service incident growth
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Charity case study
9Service delivery in a cost constrained environment
Cost per incident
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Five lessons I’ve learnt
10Service delivery in a cost constrained environment
1 Online contact is not the poor relation
2 Excluding web contact excludes vulnerable people
3 You can build authentic relationships online
4 Output is meaningless, outcomes are essential
5 Good service equals excellent fundraising
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Four things to consider immediately
11Service delivery in a cost constrained environment
1 2
3 4
Extend your channels of communication
Apply operational learnings to service provision
Outsource some of your services to expert providers
Form commercial partnerships with others
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Cost ratios
12Service delivery in a cost constrained environment
Average cost per interaction
www.connectassist.co.uk 13Service delivery in a cost constrained environment
Resources
Discussion paperAre you ready to respond? Doing more with lesswww.connectassist.co.uk/doingmorewithless
Cost Constraints SurveyJoint research by ACEVO & Connect AssistOur stand at this event ACEVO website
Contact me patrick.nash@connectassist.co.uk Tel: 01443 827 600
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www.connectassist.co.uk
www.connectassist.co.uk
14Service delivery in a cost constrained environment
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