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vision on digitizing
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Futura Housing Associations
On the road to
digitize their service
The first steps to digitize ….
Housing Associations (HA) make the
first steps in digitizing their service
They are late in comparison with other
branches
Market incentives play a minor role
Direct Wonen, the commercial
counterpart closed last year all the
offices and went virtual
A beckoning perspective for HA
The challenge
Until recently a limited number of
services was digitized.
These were stand alone applications
These applications are sometimes
difficult to integrate
The challenge: evaluating and rethinking
the service concept
The service concept
The way systems, procedures and
processes are directed to deliver
services to the tenants.
Create the circumstances to deliver a
coherent package of services.
A clear vision on the provision of
services is required, two main themes:
- The core values of service;
- The cohesion and consistency of the
different channels to deliver the service
(click, call, face).
The core values of service
What can the tennant expect?
The HA wants to be:
- Trustworthy
- Concerned
- Decisive
- Accurate
The operationalisation of these values is
the core aspect of delivering services
Does this change with the introduction
of new channels, like internet
The channels
Internet Mobile device E-mail
Telephone
Counter, contact ‘on the street’, at home
Every service on each channel
A lot of effort for the employes
The risk of communication disorder
No univocal message
Optimizing the use of the channels
“Digital where possible, Personal where required”
Incentives for digitizing
More focus on efficiency
It saves money
Improving the services
The tennants ask for it
Choises have to be made
Vision
Strategy
Develop
Implement
Operational excellence HA Customer intimacy
Vision on digitizing
Internet is the primary channel, not the
only one
Optimizing phone and face-to-face
Restrict the use of traditional mail
Information is sent by e-mail
Tennant gets uniform information on
each channel
Phased implementation
From vision to implementation
Primary focus: add value for the tennant
Create a beckoning perspective
Develop a strategy for directing the use
of the channels, f.i. ask money for
thelephone calls
A strong connection between front- and
backoffice is needed
Digitizing asks for a redesign of
processes and / or a restructuring of the
organisation
From vision to implementation
Organize on the standard not on the
exceptions
Formulate targets for delivering of
services f.i. 80% of the questions must
be answered via internet
A database to meet the customers need
for information, is crucial
Digitizing is not synonomous with
improvement of quality
Digitizing:
evaluate the quality of service
Communication man2man man -
machine
Its less easy to correct a ‘false’
message
Focus on the ‘places’ where the value is
added
Measure the quality of service
Consumer
Provider
The road to digital service…..
…. is not straight forward
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