Housing 2.0

Kevin Connell

5th March 2015

Housing 2.0

We are in a time of radical change for social housing, characterised by innovative responses from some social landlords.

As budget pressures grow, the need for social landlords to maximise efficiency continues and opportunities exist to contemplate a more fundamental rethink of the ways to do business – the same applies to IT departments.

Housing 2.0 – Challenges for the sector

• The continued roll out of Welfare Reform

• Potential impact of Universal Credit and direct payment of Housing Benefit

• Affordable Homes Programme funding regime until 2020, but Housing Associations will continue to build insufficient homes

Housing 2.0

• General Election - the impact is defined by the result. What is required is a simple strategy supported by simple funding mechanisms and appropriate grant levels

• The biggest challenge faced by our customers in the coming year will be further austerity measures including cuts in welfare and local government services

• Digitisation of services is essential but it needs to be end to end

Housing 2.0 – IT’s not about Housing

• The sector is changing rapidly – new types of tenure

• HAs are becoming businesses providing an increasing range of services

• IT departments need to reflect this and increase their levels of professionalism and service

SHG Service Offer

How We Work

Housing 2.0 – Embrace Technology

• Get aligned with your colleagues

• Stop talking about “technology and the business”

• Identify opportunities to innovate – stop following everyone else – go outside housing

Housing 2.0 – Open Data

• How do we maximise the value of data?

• Be open for business – share and collaborate

• Get ahead of the curve – predictive not reactive

• Data & System Ownership

• Data Quality

• Data Understanding

• Business Understanding

Housing 2.0 - Data Discovery

Housing 2.0 - Business Intelligence & Analytics

• Data Transformation

• Data Visualisation

• Predictive Analytics

• Text Analytics

• Advanced Analytics

Housing 2.0 - Business Intelligence & Analytics

Housing 2.0 - Business Intelligence & Analytics

Housing 2.0 - Business Intelligence & Analytics

Housing 2.0 - what’s happened so far at SHG

• Complete review of the MI function

• Deployment of IBM Cognos

• Utilisation of IBM SPSS Modeler

• End User Education & Involvement

• Rationalisation of Data Capture

Housing 2.0 - The Future of Analytics in Social Housing

• Predictive Analytics

• Repairs & Maintenance (Asset Maintenance)

• Income Recovery (Welfare Reform, Universal Credit & Arrears)

• Fraud Detection, Investigation & Future Prevention

• Stock Acquisition & Disposal Models

• Tenant Insight

• Customer Segmentation

• Text Analytics

• Anti Social Behaviour

• Complaints

• Repairs

• Customer Surveys

• Front Line Customer Services

Housing 2.0 - Collaboration

• Everything is about customer service – there is no such thing as a “user”

• Blend your talent with others – FM, Service Desk

• Look to reduce cost – we are not sufficiently aggressive about this

Housing 2.0 – Application Landscape

• Review your application complexity – you need to simplify it and reduce costs

• Don’t let it build up due to new capability – “1 in 2 out”

• Reduce your reliance on nieche suppliers – they are not worth the time, effort and cost

Housing 2.0 - Target Future State

Housing 2.0 - Full Service Lifecycle

People

Process

Technology

Cross Functional

Maturity & Capability Development

People Development

Cultural Change

What have we done so far?

Housing 2.0 – Conclusion

• HAs are changing – from assets to customers - IT must do the same

• IT departments must be aligned with organizational goals

• It’s not just about Housing anymore – look outwards

• Reduce cost, complexity and suppliers