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The Big Lottery Fund is proud to be support Go ON UK as one of its Founder Members. BIG recognises that digital skills are central to providing an excellent customer service and supports its staff to get the most out of online tools to achieve this. Whether it is finding out about our programmes, submitting applications, interacting with us as a grant-holder or simply seeing what we’ve funded, our customers can be confident that BIG staff are trained and able to provide what they need by digital means. I know from my own use of social media how digital communication can bring an organisation closer to its customers.
Peter Wanless, Chief Executive
In order to meet the needs of our customers, we will make sure all our staff not only have Basic Online Skills themselves, but are able to identify and help customers with low or no digital skills to make sure they can get the most out of our services online. We will also provide additional guidance and training for our staff in social media to keep up to date with issues that affect our customers and inform our grant-making.
We aim to make a difference to communities and those most in need, and we must be alert to a new form of need arising if people are excluded from essential services because they have no access to the internet or are not confident being online.
We will respond to this risk by funding projects that support communities to access services digitally, and which support charities to deliver services digitally – through a mix of mainstream funding programmes and strategically targeted investments. We will also work with Go ON UK to identify potential areas for new investment which are in line with BIG’s and Go ON UK’s mission.
We want to make sure customers’ interaction with us is as helpful, easy and efficient as possible. We will enhance our services to make it easier for our 50,000 customers to access information about the Big Lottery Fund and apply for funding online. We will also want to make it easier for our grant-holders to keep us informed on how their projects are developing and the impact of their work, and will enhance our services to help with this in 2013.