Building online customer services in a Housing Association

Building Online Customer Services

Jayne HilditchCorporate Services Director

Building Online Customer Services

What has been done so far

What to… (take online)

How to…

What has been done so far?

In our Private Rented Sector Business, its

only ever been “online”

The Social Housing Business

Digital Exclusion…

An Additional Channel

make it so good, people choose to use it

Don’t take other stuff away

Speed of change…?

2012 2013 2014 2015 20160%

50%

100%

OnlineF2FPhone

What to …(take online)

The Attention Economy(or, the ‘wiifim’ question)

Me

My Home

My Neighbourhood

The Landlord

Transactional

• Rent account & payment details• Repair reporting & status• Common parts repair alerts• Service charge calculations• Tenancy & lease info

Transactional

• Embedded messaging system (like ebay).

– Cultural change for working practices

Futurising

Prepare for customer service in public…

Feedback & Involvement

Feedback & Involvement

(Getting involved with TVH)…and maybe the unusual suspects

• Feedback on contractor performance• Consultation on policies• Identifying priorities• Extending reach of resident auditors

Community

Community

(Getting involved with each other)

• Using the tools that are already out there…– Facebook - links to existing social networks– Meetup - groups, eg baby-sitting circles, shed-days– Eventbrite – to organise events– Post-code news-feeds

• User generated content

How to …

Put it in the ICT Strategy

Two words about the business case

exchanging ignorances

Agile Project Management

Agile trumps Prince2 for web projects

Think about the skills needed

Procurement Hurdles

Avoiding the car crash of agile development v

procurement

Probably not with the big guns…

Procurement Hurdles

MVP: fixed costPhase 2: time + materials

The last word…