Managing budgets, handling staffing dilemmas and communicating with residents or patients in the right manner are all current and significant problems for public sector organisations.
Whether the priority is to deliver accessible services to different audiences, or to justify public expenditure by achieving cost savings, finding the correct balance with your communications can make a real difference. Council teams, NHS organisations, housing associations and educational institutions up and down the country could benefit from a multichannel communications approach, and here are just some of the reasons why.
A multichannel (or hybrid) communication approach involves finding the right blend of communication channels that align with your organisational needs and audience, from ad-hoc to daily correspondence. By introducing multiple formats such as printed post, web, SMS and email, the right strategy can allow a public sector organisation to engage with their distinct audiences across multiple platforms, and in the way that individuals favour on a person-by-person basis.
One example of a multichannel approach in action would be council communication, regarding billing. While some residents may prefer to receive this personal information via a digital channel, favouring the immediate and easily actionable nature of an email or secure app, others may benefit from the tried and tested approach of receiving a bill in the post. A multichannel communication strategy would see the council seamlessly distributing the information across multiple avenues, based upon a resident’s preferences.
It’s no secret that due to budget constraints, public sector organisations are having to approach challenges differently, looking for ways to reduce spend and combat costs. Constant pressure to balance resources and an increased demand for services can cause strains, but this doesn’t need to extend to outbound communications.
Working with just one third-party multichannel communication supplier can help to minimise postage and software costs, eliminating the expense associated with managing various communication channels.
Creating positive experiences with different communication formats remains vital for public sector organisations, be it a housing association looking to build resident trust, or an NHS organisation sending transparent and clear information. Communication designed around your customers is crucial to this success.
Through channels such as SMS and email, immediate access to different audiences is possible, whereas printed mail can be seamlessly produced and sent at the click of a mouse, fostering increased engagement through crucial channel choice.
For public providers struggling with ageing infrastructure, organising communications may prove problematic. Hardware and facilities in need of significant maintenance and upgrades may include PCs, laptops, and printers, with some office spaces and buildings unable to accommodate the resources required.
Outsourcing the postage, e-delivery or immediate sending of documents and paper communications means you don’t need to worry about in-house technology, with the chosen provider organising processes for you. Software to easily oversee the delivery of multichannel communications can also often be downloaded onto even the most outdated devices.
When facing recruitment issues and staffing shortages, communication partners can act as an additional pair of hands, and an extension to your existing team. With experienced and helpful staff on hand, possessing a full understanding of your industry and access to data-driven insights, your entire communications approach can be carefully curated across print and digital.
A managed multichannel approach will therefore remove the need for in house resources, equipment, and maintenance – especially important when access to staffing resources may be reduced.
The fact remains that public sector organisations handle an incredible amount of sensitive personal data, which must be kept completely secure. Leading multichannel communication providers are supported by industry-leading accreditations and remain GDPR compliant, keeping data safe, confidential and in one area.
Placing cyber security at the forefront of your communication strategy is often easier said than done, but adopting strict processes and operating procedures alongside a communication partner can ensure your data is protected and compliant within set government frameworks.
Playing a pivotal role in ensuring no vulnerable or at-risk groups are left at a disadvantage, public sector organisations must accommodate each and every demographic. Providing paper documents and letters as well as digitised content in accessible formats should be a matter of priority.
From large print and braille to e-delivery formats that can be accessed by a screen reader, multichannel providers can help organisations to engage with all recipients in the right format at the right time, in a way easily accessible to each unique individual.
For more than four decades, CFH have taken the practical approach to delivering public sector communications. Working with 46 council election teams and over 6,500 medical practices nationwide, a growing number of organisations are adopting streamlined multichannel communication solutions. As a trusted supplier on the Crown Commercial Service public sector framework, we’re also backed by essential cybersecurity and data protection certifications.
With dedicated teams, years of expertise and a range of self-directed and managed solutions, CFH provide a host of communication products for your each and every organisational need. These include Docmail, our intuitive hybrid mail platform, CFH Managed the print management service and CFH Transform, the data-driven multichannel offering, overseen by our expert teams. We ensure public sector organisations are supported every step of the way.
