Given that the majority of association customers already use the internet, the potential savings from digitisation and self-service are considerable.
Julia will explain that offering digital service options does not automatically result in the realisation of cashable savings; rather, adoption must be actively managed with service users and change must be actively managed inside associations.
Cashable savings are only realised when the reductions in manpower and premises requirements that digitisation and self-service creates are taken as savings.
Julia MixterDirector of Transformation @ Raven Housing Trust
Julia Mixter has been the Director of Transformation at Raven Housing Trust for just over 4 years. Prior to this position, Julia held senior roles in Human Resources for over 20 years, most recently as Director of Human Resources for the Royal Automobile Club where she was shortlisted for Outstanding HR Leader of the Year in Hospitality, and prior to that as Director of People and Operations at The Children’s Trust and Senior HRBP at Transport for London. Julia has acted voluntarily as a Trustee to the Royal School of Church Music, an Executive Adviser to the Polka Theatre and a Careers Enterprise Adviser to several local schools. Julia holds a degree in Psychology, and a Postgraduate Diploma in Strategic Human Resources Management and is FCIPD-qualified. and a Postgraduate Diploma in Strategic Human Resources Management