Strengthening Hybrid and Digital Service Delivery: Models for consideration
In this session with the Peel Newcomer Strategy Group, I was invited to speak about how organizations can advance the collective conversation on hybrid and digital service improvements regionally and where we might see opportunities to align with recent recommendations of the National Steering Committee on Technology (NSCT) focused on the Canadian settlement sector.
Objectives for Ensuring High-Quality and Inclusive Settlement Services
High-quality and inclusive settlement services means that newcomers are at the centre of the design and delivery of settlement services, and can quickly, easily, and inclusively access services online and in-person.
Mobilizing Knowledge in the Immigrant and Refugee-serving Sector
Mobilizing knowledge means that all SPOs are funded, supported, and encouraged to participate in formal and informal information sharing mechanisms to build, share, and replicate sector knowledge.
Enabling Innovation in the Immigrant and Refugee-serving Sector
Enabling innovation means that Service Provider Organizations' (SPOs’) skills, commitment, and desire to innovate are supported with a shared innovation mindset, enhanced data skills and use, and continued funding.
Strengthening the Immigrant and Refugee-serving Sector's Hybrid Service Environment
Strengthening hybrid service delivery means that the settlement sector consistently fosters an enabling service environment characterized by a shared vision of digital transformation, and the baseline capacities, infrastructure and culture needed to achieve that vision.
Tech we're not talking about in our sector
Our sector has been having a lot of conversations and doing research on many broad and specific areas of digital transformation over the past 2 years. One of the things I've been thinking about are some specific technologies that don't typically come up in sector conversations about digital transformation, but I think we need to start thinking about and planning for.
Let’s talk about the seamless digital settlement experience
Let’s reconceptualize what Settlement Services are from the newcomer viewpoint, with newcomers at the centre. It’s not agencies delivering programs and services. It’s a service designed to provide Immigrants and Refugees (and increasingly those with temporary or no status) with accurate, relevant information and supports, so that they can make informed decisions about their new life in Canada and begin the integration process - including preparation before arrival.
Research on international students' digital & information practices reinforces many things we know and should be doing when planning for hybrid service delivery
A couple of interesting reports on the digital and information habits and practices of international students provide some useful insights that reinforce what we should know and learn about all Newcomers.
Checking our assumptions about technology and sector collaboration
I’ve found that when it comes to technology and our sector we make far too many assumptions based on anecdote rather than data. Of course, our work should be guided by both. I’m a big believer in qualitative and quantitative feedback and data. But we should be using both when we’re coming to conclusions that guide our move to a hybrid service delivery model.