Report on Executive Summary of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

This is the world of technological advancement and the innovations. Everything needs to be equipped with the technological advancements. Despite this all there may exist the barriers to the said Implementations. It tends to require an entity to formulate the effective strategies for the said purpose. The more effective the firm's or the entity's strategies are, the better it is form the entity to achieve the long term goals and the objectives. the significant barriers to access include the clinical barriers and the channels regarding the digital service options. The main objective behind doing this is to provide with the accessible interface on a specified website. This paper is all about suggesting a slightly broader digital service focus. It is entirely based on both the analysis regarding the barriers i.e., sociological, as well as practical along with the contemporary practices.

The recommendations for three program perspectives include the services for sharing the stories, services for informal networks and services for channel load. The above discussed barriers regarding the access on the channels are not only above the volume rather they are related to the changing behaviour.

 Background of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

1800RESPECT is aiming at providing the accessibility to the technological interface. For the said purpose, the investigation and the implementation is being carried out. It better helps to provide the assistance in order to access the data, information, counselling or the referrals regarding the website of 1800RESPECT. It is done by making use of the best practices to which the accessibility is being provided as well as the innovation to the online technology does exist. The solution and the investigation for the said purpose may include chat boats, AI or the easy search queries in English. It is not limited to these parameters. In order to achieve these parameters, the first phase is the current paper. It better helps to make the investigations and suggest the solutions for the potential projects and the issues.

The main agenda behind the approach is the identification of the common areas related to the need, examination of the national as well as international best practices in this regard, identification of the set solutions in this regard. It also helps to express these parameters in a set of the selected candidate projects.

About me of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

I am the one who is working on the current project related to 1800RESPECT. I am not an expert in domestic violence. I am an expert in online service delivery having 20 years of experience of working as a Government servant. As far as my capabilities are concerned, I have Designed Nadia, and part of co-design team in order to apply these principles to service design in a practical way. There exist many correlations – barriers to access, government approach to communication, distrustful of government, may actively resist attempts to reach and help, rely heavily on informal networks as a consequence and not just because circumstances are similar they are actually the same people along with the consideration of the disability community over-represented as victims of violence.

About this paper of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

The current paper is basically dealing with the parameters as given:

·         Growing load on high cost channels despite investment in digital services is a widespread pattern – despite years of investment, load goes up. Why?

·         In case of 1800 it’s twofold – one, the actual volumes are increasing quickly, and two, the use of phone channel is built right into 1800 brand

·         But there are secondary reasons – digital channels don’t work for many people, strategy tends to focus a lot on “information”, language is a barrier, channels adapt to devices and not to people

·         New technologies, that don’t just seek technology’s ability to scale, but ability to embed creativity and engagement, offer the possibility to address not just issues of volume and channel load, but some of the cultural, social and other barriers that stop people making disclosures in the first place – and not just by equipping them with “information”, but by equipping them with the tools to act on that information – tools like being able to tell their stories, to hear other stories as a way of starting the process, and to then use services

·         Make the channels fit to the people

·         But – recognise that patterns of abusive behaviours repeat – so target those! Make the channel fit the person, and point up the common behaviours so people recognise them, and then target information at the points of control – control of money, etc.

Approach of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

The approaches which are used for the current research work include as given:

·         In order to get the clarity regarding the requirements, talking to people is the best suitable strategy.

·         Research work is another perspective along with taking into consideration the other initiatives in this regard.

·         The research work to identify what is possible with the digital services is another consideration in this regard.

·         Alignment of the needs to the services in order to take it as the perspective of the journey.

Business Need of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

This section aimed at providing with the investigation regarding the key barriers which basically exist in the way to access. It tends to include both anecdotal as well as the available data. It can be either direct or indirect source of the data. It may be attained through all digital channels along with the identification of the common areas in the perspectives of the need.

Key points of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

The key points which are considered in this regard include as given:

·         The current load of the call centre may exceed the available capacity. Also, It Is expected to grow up to a specified level.

·         The specified load issues may be exacerbated by behaviour.

·         There may exist various questions and they may be similar along with the consideration of the needs.

·         This is perceived to be the threshold barrier. It thus tends to prevent the people from having the access to the specified services.

·         There may exist other barriers that the people can face. These might not be related to the barriers related to the channels. It can include clinical barriers, social barriers and cultural barriers etc.

Barriers to access
Contact Volume of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

In the previous two years, the Contacts to 1800RESPECT have grown by 70%. For the next two years the forecast has been made for a significant growth to the rate over 80%. It is the case before the expectation for the contacts to plateau. The significant parameters in this regard may include that the growth Is basically driving the costs. The first call Is to be made on average for 14 minutes. For the counselling purposes, the referral will increase to 48 minutes. The percentage for seeking the information is 12%. Out of the total call 4% are the calls related to the crisis.

Nature of contacts of Digital Service Options for 1800RESPECT on an examination of needs, contemporary approaches, and solutions

As far as the nature of the contacts Is concerned It tends to provide with the given parameters:

·         Significant intervention is not desirable by all the calls.

·         For the counselling purposes, more calls are being transferred to the counselling. It was initially 30% and now It Is 50%.

·         50% of calls has been referred to specialist counsellors.

Triggers for referral: These are basically the complicated or the complex issues which tend to provide with the disability, CALD, children, and LGBTQI. Many of these who tend to understand the system ask for the referral straightforward in the context of the specialists.

The main issues are repeat callers. It includes as given:

·         top 10 callers account for 13% calls per month.

·         calling may take place for 7-8 times per day.

·         there is no need to name or calls recorded.

·         Out of total, 50% of people who contact, do it 4 or more times per month

·         There exists the correlation between high volume callers and the mental health of the users.

·         The nature of the 1st call and the repeat calls vary.

·         Parsing the difference between straight call volume, and load created on limited resources by caller behaviour also needs to be taken into consideration.

·         There exist only 25% of the callers who immediately request a referral to a counsellor. However not all calls require these resources (i.e. this is by preference, not by assessing need).

·         There are a lot of contacts which require to have the first disclosure.

·         Some people may not appreciate what’s happened.

·         Disclosure effects are exacerbated by not necessarily having the language to tell the story.

·         4-5 helplines exist for several times a day.

·         As an alternative many of the people have associated the call centre as an outlet.

·         The other parameters in this regard are about Lifeline, Blueknot (trauma counselling), Domestic crisis lines and sexual assault lines.