Patterns for services in Covid-19 response mode: From in person to remote delivery

Covid-19 has had a devastating impact to date around the world. As part of my daily work in supporting organisations to deliver good services and trustee positions I hold, I’ve had to oversee contingency planning for care services moving to remote delivery in less than 2 days, charities figuring out how to deliver in home services to young people online who don’t have digital access and hear from my team at Snook about the challenging situation our clients are finding themselves in to keep people safe with staff sickness up by a third.

Conversely, through these challenging times, it’s also thrown up a huge number of people I know and respect into support mode, building ways to support people with knowledge and guidance to take services safely online.

I’m aware there are a number of efforts at the moment that are popping up to build knowledge, guidance and good practice to help people take service delivery into a remote and online model.

Services are under pressure to figure out how to deliver remotely

In the short term there are immediate needs on how to replace things like giving consent (usually delivered on a piece of paper) to a digital alternative, for example like Docu-sign.

In the longer term, there are new models of delivering support remotely and how we might do this well and keep people safe. For example, how we deliver services remotely but still pick up on the nuanced signals often made through face to face connection, like judging how well someone is from other social queues and body language.

Fantastic examples to date include Ross Mcculloch’s work with SCVO and his webinar hosted on Friday and write up/collection of examples here to help charities move to remote delivery. And this guide from SCVO.

I’ve started building a common transaction document that I’m now adding to online in the open.

To join the effort and explore the above, I’m going to host an online chat on service patterns around Covid-19 and how services can be delivered online.

Why Patterns?

We are going to emerge out of this with new ways of delivering services. At a macro level, new ways of delivering support programmes online, for example creative exercises for mental health and at a micro level, new ways of taking consent.

We’ve used patterns for previous clients and built libraries where it is easy to navigate and find a solution to replace a component of your service (from a user interaction level right up to a service step or process).

Patterns are a great format to help digest best practice guidance to help anyone seeking to replace or re-design a specific interaction of a service or overall model with answers on how to do this. In this context of Covid-19, we’re talking moving a service from in person to remotely delivered.

Patterns help us by sharing our best practice together and making it quicker to deliver solutions by providing a tested answer quickly. As an example we are currently delivering a pattern library for mental health products and services with Barnardos.

During this period we will learn and find solutions to what works well and what doesn’t work well over this period. Patterns are a way for us to capture this information into something tangible for easy replication, making it easy for others to copy and fast track potential mistakes.

A conversation on patterns for remote service delivery

Tuesday 24th March, 9am GMT. You can join it using the link bit.ly/covid19patterns

I’m hosting a chat on Tuesday 24th March, 9am GMT. You can join it using the link bit.ly/covid19patterns and add to your calendar here.

I don’t seek to have any answers on the call, nor is it a tutorial but an early discussion aimed at anyone who is interested in thinking about service patterns for remote service delivery in the social/civic/charitable space or who might find them useful.

This is for;

  • Anyone who is working in or with a local/civic/social/charitable entity of any kind providing a service that can share what they need help with or common areas they think others might face the same problem with
  • Anyone with experience in taking services into a remote delivery context who is happy to openly share advice and guidance
  • Anyone who is knowledgeable and wants to share good practice on safeguarding when remote delivering
  • Anyone who is working hard at the moment on Covid-19 efforts to help local/civic/social/charitable entities who can help with joining up efforts

I’m seeking to discuss (and over time consider);

  • If and how patterns can join the ongoing efforts
  • Common areas that need support — what we think and know so far
  • Common scenarios that exist that need quick solutions — what we think and know so far
  • Suggested technologies that might support these areas
  • Suggested guidance that might support these areas
  • Who we can learn from and talk to

Join the call

Tuesday 24th March, 9am GMT. You can join it using the link bit.ly/covid19patterns and add to your calendar here.

Founder @wearesnook @dearestscotland @cycle_hack @mypolice | Service Designer + Boss | GOOD Magazine’s Top 100 influencers 2016|Google Democracy Fellowship 2011

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