The Future of Connected Housing: Going Beyond Getting the Wiring Right

The Future of Connected Housing Beyond Getting Wiring Right

@Annemcx@VisceralBiz

© 2012 Visceral Business Ltd. December 2012.

© 2015 Visceral Business Ltd. www.visceralbusiness.com

About Digital Connectivity in Housing

…And what you can do with it Communications, Analytics, Processes, Skills

And a case study





2014

2013

2012235 organisations analysed

Digital adoption assessed by volume and growth

Integrated view ofdigital business development

Digital CommunicationsUse of social media across Twitter, Facebook, LinkedIn, YouTube and Google+ by volume and growth.

Online service design and delivery. What it takes to deliver digital implementation behind the scenes.

How organisations are adapting their internal culture and processes and who stands out as digital leaders.

+ Networked Influence

+ Service Design

The Connected Housing Study

http://www.visceralbusiness.com

Challenges in Housing

Arrears

Universal Credit

The reshaping of local and national government interfaces

Welfare Reform

Making sure residents are adequately prepared for UC

Withdrawal of funding

Digital inclusion Getting as many customers as possible to embrace technology for core services

Encouraging decision-makers to take the sector seriously

We still talk to each other too much

How to engage with social media in a way that

is productive for the business and the

community.To rise from the

mire of 20th Century

conservatism

#wrongtobuy

Designing services people want to use



#righttobuy

Source: Visceral Business Connected Housing Study 2015

A lack of joined-up investment in

digital

Suitability and integration with back office systems

Managing the proliferation of digital media platforms

Gaining the attention and engagement of specific audiences

across the organisation

The reliance on just a few people to make it

happen

Developing mobile working for the future

Sustaining continued buy-in from colleagues

Getting buy-in across all areas of the organisation to embrace social networks in the workplace and to see its value. There has to be a clear purpose to gain buy-in.

Staff digital inclusion has been a surprising barrier. We have been working hard to

overcome this

Getting the right data about our residents

A disjoint between senior management’s desire to go digital

and resistance from operational staff to remain the same

What UK Housing is grappling with



Source: Visceral Business Connected Housing Study 2015

Is the door being shut on social housing?



Digital transformation



The ‘Future Five’



1. The Internet of Things (IOT) - Objects, animals or people that are connected to the internet

2. Cloud - Information storage, software and linked data, on-demand

3. Computing Everywhere - Hand held devices and wearable becoming key computers

4. Invisible Analytics - Embedding analytics into devices to get data quicker and faster

5. 3D Printing - ‘Maker’ solutions


The Wheel of Disruption

Home

Organisation

People Community

Source: Brian Solis Wheel of Disruption,Agile Elephant and Visceral Business.

Elements of a Digital Business



But here’s the thing…



Data Intelligence Is Revealing New Business Insights



How much do UK Housing organisations spend on tech per resident?



Data Intelligence Is Revealing New Business Insights

The #Selfservice study



What percentage of your existing customers are online?

Source: Yorkshire Housing

What percentage of your existing customers are online?




How manyhomes does your organisation manage?



More than 30% of Housing organisations don’t know how many of their residents are online at all.



How do you promote your customer accounts online?





1

Website Letter Online portal/community

Telephone Email Social Media EventsText/SMS In personNewsletter Other

2

3 45 678 9

1011

How Housing associations ranked resident engagement across channels in terms of levels of contact in 2014.

Service Design in 2014: Mapping Channels of Engagement


© 2015 Visceral Business Ltd. www.visceralbusiness.comSource: Connected Housing Study 2015



Connected Housing 2014 - What We’ve Seen Overall

Branding is a contact sport

Different elements of interactivity should not be seen in isolation

Digital is end to end

Digital transformation creates data-defined processes

The digital skills gap is housing’s biggest liability



The Future of Connected Housing



• Different speeds towards digital- Business as data hubs- Digital bolted-on not baked in - linear thinking, poor inter-departmental efficiency - Conventional broadcast communications prevail online- Digital denial

• Different approaches- Tech-driven- Data-driven- Connected services- Governance

• Challenges- Lack of familiarity with digital business thinking - fortunately this can be addressed!- Cultural fear of accelerated change- A ‘Not invented here’ approach, divisionalised initiative and ownership outweighs integration

Connected Housing 2014 - What we’ve seen overall

Source: Connected Housing Study 2015


www.visceralbusiness.com

www.visceralbusiness.com© 2015 Visceral Business Ltd.

About Digital Transformation




£ Va

lue

Development

What happened?

Descriptive analytics

Why did it happen?

Diagnostic analytics

What will happen?

Predictive analytics

Prescriptive analytics

How can we make it happen?

Foresight

Insight

Hindsight

Understanding The Issues Better Using Data




The management challenge

Straightforward Utility Interactions Equation

Measure all things



Communications Content

Media Management Stakeholder network

Measuring Digital Communications Success


No-one needs to redesign these because they work. How much money is being spent on different approaches to digital in Housing?

Measuring Digital Operational Success



Measuring Digital Operational Success

Tom Cruise can’t understand it. He says for Social Housing to do the impossible and secure its future it needs to look at Elon Musk…

Elon Musk asked himself ‘What will most affect the future of humanity?’

He came up with five answers: • Space exploration and colonization • Sustainable energy • The internet • Artificial intelligence • The ability to reprogram the human

genetic code, or genome.

The Future of Social Housing

Elon Musk asked himself ‘What will most affect the future of humanity?’

He came up with five answers: • Space exploration and colonization • Sustainable energy • The internet • Artificial intelligence • The ability to reprogram the human

genetic code, or genome.

Designing a better battery through open source thinking


About Digital Transformation

Digital Business Modelling

Social Platforms Volume Growth *Top 100 Rankings

Facebook Likes Twitter Follows LinkedIn Follows YouTube Views Google+ Views


2014 Rankings - Helena Partnership

Volume of Units Ranking

Ratio Housing to Social Engagement Ranking

Brand impact Position *Rank

Navigation, ease of read, visual coherence, personalityexperience design, tone of voice and engagement.

Digital Impact Position *Rank

Ratio on LinkedIn of Employees to Followers.

Overall Ranking in 2013

Overall Ranking in 20122014 Ranking Overall

Service Design RankingOnline delivery of Find Homes, Pay Rent, View Account, Report Repairs, ASB, Benefits Info, Feedback and Training

Website Facebook Twitter LinkedIn

11Communications rank

Service Design rank

Networked Influence rank

19 7

65

6 15 38

67

71

73 66

7 63

3030 49 50 68 49

In the last twelve months Helena Partnerships’s performance in digitalis been good, with above-average digital media engagement rates proportionate to its size. Facebook is its strongest social media platform, with an increase of 191% in engagement since Dec 2013, ranking it 10th overall. Website functionality has been developing too. The area which shows most scope, in terms of future development, is the underlying network capability of the organisation. With large number of staff on Twitter, for example, and nearly 700 followers on LinkedIn, developing an active networked leadership strategy in 2015 may pay dividends.

Google+

YouTube




Helena Partnership Online Repairs Project

2014 Ranking Overall 11Communications rank

Service Design rank

Networked Influence rank

19 7

65

Metrics March 2014 to March 2015

Total sessions on website + 138%

Total unique visitors -+ 118%

Mobile sessions + 160%

Tablet sessions + 143%

Desktop sessions + 124%

Google Chrome sessions + 170%

Safari sessions + 154%

IE sessions + 128%

Developing Digital Intelligence

Helena Partnerships now holds NI Numbers for 66% of its tenant base.

@nasrinfazal Iterative design Sprint based Staged releases Data enabled UI/UX Improvement




Service Design in 2014: Online Service Delivery


Source: Connected Housing Study 2015

Aggregated data shows where and how services are provided to meet needs.


Semantic business performance. Find the data within data.



The key to value development is being able to find data within the data.

Linked data and trend data particularly are important elements of open data that enable semantic improvement.


Why Connected Housing Going Beyond The Wiring

Digital and Social inside and out

Business Model innovation

Systems of Engagement

Design thinking Open data

Every organisation is different


Why Connected Housing goes beyond the wiring

Case Study: Macmillan Cancer Support & The 9 Box Model




• A £190m charity today and a strong brand.

• 2m people living with cancer today, rising to 4m by 2020.

• More people living longer with cancer.

• Charitable income under threat.

• Stiff competition for non-profit share of wallet.

• Squeeze on internal resources - do more with less.

The Challenge





Similar to Social Housing, Macmillan Is A Support Network.



Macmillan have been successful and experienced growth because of how they have framed the business challenge.

Fundamental change in the landscape

Fundamental change for us to stay ahead

Evolve

A fundamental change in the landscape

Fundamental to change to stay aheadCommitted to Evolution

Similar to Social Housing, Macmillan Is A Support Network.



The Inspiration

We Looked To Other Networked Organisations Like Charity Water



The Steps We Took

• Assess cultural readiness.

• Board & Exec • Fundraising • Volunteering • Marketing • IT • HR • Policy • Finance • Regions • Supporters/Staff

We Developed a Plan to Identify Cultural Readiness



The Steps We Took

• Assess cultural readiness.

• Board & Exec • Fundraising • Volunteering • Marketing • IT • HR • Policy • Finance • Regions • Supporters/Staff

We Mapped the Networked Organisation



The Steps We Took

• Assessed cultural readiness.

• Signal of change around a ‘New 100’ years of Macmillan

• Focus on enabling integrated digital performance.

And We Identified The Real Strength of The Network




Inspiring Millions

Putting the ‘We’ into ‘We Are Macmillan’.



Inspiring Millions

The Challenge

The Task

Framing The Challenge



Inspiring Millions




The User Journey - A connected network of 19m people and their companies



Starting with needs





Starting with needs


The Strategy



Framing the Mission



Connecting key points of contact

Framing the Mission

Networked Influence and Digital Architecture



Mapping the digital ecosystem



Mapping the digital ecosystem

Developing a Personalised approach to Cancer Care

Developing New Roles and Ways of Working



Developing organisational capability

Empowering the Person



Developing users’ capability



Developing users’ capability

Empowering the Person

The Digital Impact



• £140m gross income target for 2017 set in 2011. • £190m achieved in 2014.

The result


Social housing can do this too.

SUCCESS!

The result



• Accelerated learnings

• Use of data and networks

• Use of digital technology and social channels

• Development of online customer services and the resident experience

• How Housing Associations are developing processes internally

• How digital and social media is changing the business model

• How digital and social technology in housing is being used to develop social capital

• Who stands out as digital leaders?

Understanding The Issues Better Using Data

Come Be Part of The Connected Housing Study



Come be part of Connected Housing 2015.

Contact [email protected]

Thank you Find me at @Annemcx and @VisceralBiz

mailto:[email protected]