Recently I moderated a panel focused on measuring virtual service delivery for the Peel Newcomer Strategy Group, and then we had a short focus group after with participants. Manjeet Dhiman from ACCES Employment was on the panel along with Jason Shim from Pathways to Education Canada, and Lawrence Murphy from Worldwide Therapy Online. The PNSG audience was interested in perspectives from outside the sector, so I brought Jason and Lawrence together, but also thought Manjeet could provide some grounding from an org in the sector that is well ahead of most.It was a great discussion and they all provided great insights that I think are useful for all our work. Questions the panelists addressed: * How do I know that my transition to virtual service delivery is effective? What did I get right? What didn’t I get right?* What non-settlement sectors are delivering services virtually or in a hybrid service delivery model and are delivering these services at a high level of quality?* By what standards or guidelines can I compare how my transition to virtual service delivery compares to what is considered best practice?* Does a checklist for improving my virtual service delivery exist? What are the elements comprising this list through a short- and longer-term lens?* How can I monitor and improve my service delivery mix moving forward? Machine-Generated Transcript What follows is an AI-generated transcript using Otter.ai. The transcript has not been edited. It may contain errors and odd sentence breaks and is not a substitute for listening to the audio. 0:00Welcome to Episode 24 of the technology and Human Services podcast. This episode is recording of a panel I moderated recently focused on measuring virtual service delivery for the newcomer Strategy Group. In this podcast your host panelists man gt mon from access employment along with Jason shim from pathways to education Canada, and Lawrence Murphy from worldwide therapy online, you recognize Jason and Lawrence from previous episodes. And as usual, they provide amazing insights in this discussion. All of our panelists did a great job in helping the audience understand this complex topic. They address questions like how do I know my transition to virtual service delivery is effective? What standards or guidelines can I find are compared to help my transition to virtual service delivery? Are there checklists? or other tools that exists that I can use to improve my virtual service delivery? And how can I monitor and improve my service delivery mix moving forward? It was a really good conversation and meandering conversation that hit a lot of different pieces for people in the audience. And I think you’ll find it a really useful resource for you here. I am really excited to to bring this panel to you folks today. This is a topic I think that is, is a conversation that’s really only just beginning, in our sector in terms of measuring the experience of going digital over the last year, more or less, and what that looks like in the future. So we have three folks on the panel. Jason and Majeed, who I’ll introduce in a moment are going to be here for the entire hour. And then Lawrence Murphy will be joining us at about 130 and we’ll bring him into the conversation. So I want to introduce our first two panelists said Jason Shem. 1:34loves to consider the question how can we harness technology to make a difference in the world. He’s the director of digital strategy and transformation at pathways to education,