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How do I know that my transition to virtual service delivery is effective? What did I get right? What didn’t I get right? By what standards or guidelines can I compare how my transition to virtual service delivery compares to what is considered best practice?

At a workshop a couple of years ago, I asked a group of participants to break into groups and identify the top four things settlement workers need to know, top four skills that they must possess, and the top four work-related attitudes and behaviours in the era of digital service delivery. Interestingly, there wasn't much overlap between groups. This suggests the richness of human service work, as well as its complexity.

All three levels of government have embarked on digital/innovation overhauls of the way they serve the public, with the first common element to think of the client first and have them in mind when creating or revamping anything they do. If they can do it, so can we.

If you’ve been in the sector, you’ve heard stats thrown around about how only about 40% of newcomers actually access settlement services. I’ve compiled a summary of some research where those numbers come up. You can download a bunch of reports with more detailed information. This isn’t meant to be the definitive list, just useful reports I’ve found on the topic.

The aim of this research initiative is to explore online client intake and service models of Canadian human service organizations to distil best practices to share across the sector.

This report finds that many new tech tools for migrants have failed to live up to their promise, in part because of extensive duplication in the sector, limited understanding of refugees’ needs, and funding and organizational limitations.

This research project conducted for IRCC was designed to gain a deeper understanding of the digital capacity and needs of service provider organizations that serve newcomers in Canada and inform support recommendations for the sector.

Pre-arrival settlement services were funded by the Federal Government in 2005. It took them a while to shift to digital service delivery. Now that is the norm. This report looks at the published data on outcomes and provides recommendations to the sector.

I was going through upcoming conference agendas, curious about what tech, hybrid, innovation-related sessions there might be. If you're curious too, I've compiled a list with descriptions and presenters from the Metropolis and AAISA conferences, and P2P's post-conference webinar series.