Digital Strategy

Kingdom GroupCorporate Plan

2020-2025MORE THAN A HOME

“ Kingdom has been at theforefront of adopting newtechnology and will continue tobe creative and innovative toimplement digital, cloud andmobile only solutions. Our focusis to ensure great solutions areavailable to aid employees in theirroles to support customers,aligned to our aim to ‘ProvideGreat Digital Services’.”

Introduction 4

Aims & Objectives 5

Current Position 5

Strategy Direction 5

Golden Thread 5

Digital Strategic Sub-Objectives 6

Enhance Digital Infrastructure 6

Maximise Business Efficiency 7

Knowledge & Compliance 8

Monitoring & Review 8

Contacts 8

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Contents Page

Gary HaldaneInterim Digital Director

Our Vision

Our Mission

Group Strategic Objectives

Digital Strategy

Digital Strategic Aim

Digital Strategic Objectives

Digital Strategic Sub Objectives

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Digital technology is critical to the Kingdom Group with the ability totransform the organisation and deliver continuous improvement. The digitalstrategy is created to ensure that appropriate infrastructure, applicationsand systems are available in order for Kingdom to deliver services in anefficient, consistent and cost effective manner whilst ensuring clear andtransparent alignment with organisational strategic aims and objectives.Kingdom’s development expansion plans place more reliance on digitaltechnology and the strategy is designed to ensure Kingdom is best placedto support the plans through effective digital transformation.

1. Introduction

2. Aims & Objectives

A proactive approach is embedded within the DigitalTeam and information is documented to ensureevidence of the current position where, the resultsrequired and how these are achieved. Coreframeworks are used for a uniformed approach forsuccessful delivery of the digital strategy by measuringperformance and identifying opportunities and areasfor improvement.

Extensive research will be undertaken to ensuresolutions have been explored and the best technologyis implemented. Business cases will be presented to

Management for all significant projects and Digital willlearn from results to assess and refine future projects.

The Interim Digital Director will measure progress andachievement of the digital strategy and provide regularupdates to Kingdom’s Management Team. Progresswill be communicated to Kingdom business areas atregular meetings.

Kingdom has been at the forefront of adopting newtechnology and will continue to be creative andinnovative to implement digital, cloud and mobile onlysolutions. Our focus is to ensure great solutions areavailable to aid employees in their roles to supportcustomers, aligned to our aim to ‘Provide GreatDigital Services’.

3. Current Position

• Digital provides a service to 460 group employees at11 office locations and supports home and remoteworking. Over 400 chrome devices and over 400mobile devices are supported to access varioussystems. All devices are secured by mobile devicemanagement software to protect corporate andcustomer data.

• Kingdom’s server infrastructure is hosted on GCP(Google Cloud Platform) and secured by both GCPcontrols and Palo Alto security systems. In 2019/20Virtual machines were reduced by two thirds fromover 60 to less than 25.

• The baseline for Microsoft Windows server builds is2016. Kingdom’s digital environment is 100% PCfree; all system access is via a browser onchromebox or Chromebook devices or via apps onmobile phones.

• Kingdom migrated from Microsoft Office to G-Suitein 2019/20 and BOX is used for content andcollaboration. The majority of Kingdom’s softwareapplications are SaaS based, remaining legacyapplications are installed on terminal servers in GCPand accessed via Awingu workspace on a browser.

• The Orchard Housing Management software systemsupports our assets and customers. It has beendeveloped further over the last few years toimprove processes and online Customer access toover 3,000 customers.

• Digital has helped the business identify areas forimprovement and implemented solutions thatevidence business improvement.

• There are 7 employees in the Digital team includingthe Interim Digital Director; all are committed tocontinuous improvement.

4. Strategy Direction

• 2020/21 will be focused on implementing coreproducts for repairs, finance (P2P) and KSC andensuring Group employees are fully supported inthe transition in all applications. Supporting partnerorganisations will also be a key objective.

• In 2019/20 the move to SaaS products and removalof Citrix reduced Kingdom’s infrastructuresignificantly. The majority of the remaininginfrastructure supports Housing and Financesystems. In 2021/22 a full review of both Housingand Financial systems will commence.

• A full cloud only strategy will provide improvedaccess to applications to employees from anylocation via a browser and also has the potential tosignificantly reduce infrastructure and cost duringthe strategy period. Our aim is to run all solutionsas SaaS.

5. Golden Thread

The Digital Strategy is connected to Kingdom’s visionto provide - Great Homes, Great People, GreatServices and Great Communities and mission ofmorethan a home.

The structure is provided in the chart below and allwork within the Digital Service is focused and alignedto Kingdom’s Corporate Plan.

Digital Strategy Aim• Provide Great Digital Services

Digital Strategic Objectives• Customer Focused• Enhance Digital Infrastructure• Maximise Business Efficiency• Knowledge and Compliance

Darren Clarke, Digital Support Officer

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6. Digital StrategicSub-Objectives

Customer Focused Solutions

Customer Access‘My Kingdom’ portal provides access to rent, payments,repairs and tenancy information to over 3,000customers. The Customer Portal strategy will bereviewed to identify and prioritise development forimprovements including online forms and access todocuments via BOX. The new repairs systemwill provideadditional benefits of self appointing repairs in 2020.

Rental Exchange ProgrammeTo provide our customers with an opportunity toincrease their credit rating collaboration with Experianand Orchard will provide a regular automated extractof rent payments.

Digital InclusionDigital will continue to collaborate with otherdepartments to digitally include employees,customers and stakeholders including the review ofsmart technology connectivity for homes andcommunities. The smart technology review shouldinclude machine learning (ML) and artificialintelligence (AI) to improve the customer experience.

Digital TrainingDigital will continue to ensure employees receive on-going and updated training as part of any new andcurrent applications.

Digital SupportDigital will continue to be customer focused toprovide efficient, effective support to all employees,services and stakeholders.

7. Enhance DigitalInfrastructure

Google Cloud PlatformWe will monitor and review the security andperformance of GCP servers, continuous use ofservers and cost will be optimised for employeeaccess.

NetworkingExisting MPLS network will be reviewed in 2020. Thechanges in infrastructure to GCP provide opportunityto remove connected networks. Cloud connectors willbe installed in to maximise performance.

Operating SystemsPatching of server Operating systems will be reviewedweekly to ensure performance, security, reliability andsupport.

Security SystemsKingdom secures customer and corporate data usingseveral layers of security and will take all necessarysteps to increase security where possible. Theinvestment in Palo Alto security in 2019/20 providesadditional visibility of moving data and securitycontrols. Digital will focus on securing systems, useraccess, training and compliance with internationalstandards.

Partner OrganisationsWe will continue to work with partner organisation’sto improve their digital infrastructure, migrate andhost services and provide employee support.

Office ApplicationsAll current databases including Microsoft Access andSage ACT will be reviewed. Microsoft applications andfiles still in use in 2020/21 will be reviewed and Digitalwill support employees to complete the G-Suitetransition.

Data Storage, Content and CollaborationNetApp cloud volume for data provides access tocorporate data. Digital will work with businessservices to complete the migration of data to BOX in2020/21. Netapp Cloud volumes will then be retiredand Kingdom will use BOX for all content andcollaboration.

Intranet and WebsiteSocial Intranet Happeo for G-Suite will beimplemented in quarter one 2020/21 and provideimproved communications, interactions and analysisfor the Kingdom Group in addition to a centrallocation for all applications. Options will be exploredto replace our website to provide an improvedcustomer experience and to ensure content is easilyupdated by employees.

Support SystemZoho Desk implemented in March 2020 aims tostreamline and improve employee and partnersupport requests. Further work will be performedduring 2020 to ensure effective use of the system andeffectively manage SLAs and KPIs.

Mobile PhonesThe current mobile contract expires in November2020. BYOD will be tested as an alternative toprocurement of a new contract which may provide animproved service. Digital will ensure testing coverssecurity, work-life balance, employee feedback andensure any BYOD implementation provides animproved service for new employees and theorganisation.

HardwareGoogle Chromebook's is the default device for allother mobile purchases. A full refresh of devices wasperformed in 2020/21 and all employees access datavia Chromebook's and Chrome box devices. Newdevices will be procured for employees where there isa business benefit. Chrome OS improves security,performance and user experience and are more costeffective than alternative Windows or Apple solutions.

8. Maximise Business Efficiency

Orchard Housing Management SystemThe majority of server infrastructure supports theOrchard Housing system. A full review of our outputfrom Orchard systems and alternative SaaS solutionswill commence in 2021. Tenancy sustainmentsoftware will be sourced and implemented in2020/21.

Financial SystemsP2P (Purchase to Pay) will be LIVE in quarter two20/21 providing improved financial controls, supplierportal and paperless transactions. A full review oflegacy financial systems will commence in 2021.

Mobile Working, Repairs and AppointmentsDigital will work with Asset Management and HousingServices to replace SVS with Cloud-Dialogs byTotalMobile in 2020. The application will allowKingdom to introduce dynamic resource schedulingappointments and customer self service. The softwarewill also replace Orchard Direct works stores and wewill review interfacing to Wax Digital's P2P system andOrchard’s customer portal.

Asset Management SystemsDigital will work with Asset Management to reviewand progress the Promaster system.

Reporting systemsSAP Business Objects and Orchard IMS solutions willbe reviewed in 2020/21. Reporting output will bereviewed along with systems and alternativesolutions.

Unified Communications8x8 unified communications contract expires in 2020.Digital will work with all services to review systemrequirements and review systems that will workeffectively and within a browser.

Kingdom Support & Care (KSC)Carista systems purchased by Egton in 2017 could beretired by the supplier by the end of 2020. During2020 Digital will work with KSC to identify andimplement a new cloud rota system and exploreadditional solutions for a new cloud client database.

Printing Devices and Reduction of Paper OutputIn line with the strategy for reduced paper output,printing devices will only be replaced if they becomeuneconomical. A review of paper output anddigitalised systems will be explored and set targets toreduce paper output significantly.

Process ImprovementBusiness process Improvement will help Kingdomidentify areas for improvement. Process mapping willprovide an overview of the current position andDigital will work with departments to improveservices. This will include Housing priorities to receiveincome transactions in digital format.

9. Knowledge & Compliance

AuditAreas identified for improvement will be addressed,planned and completed.

Information Security and Cyber RiskThe continuation of information security and cybersecurity training to all employees will maximiseknowledge and minimise risk. Digital will providesecurity tools, group and 1-1 training sessions toemployees.

ProcurementProcurement will be managed through P2P,government frameworks and use best value whilstcomplying and with policy and regulations.

Kingdom will also continue to explore and implementworldwide innovative solutions which are out-with UKand EU procurement.

Risk Management and Business ContinuityDigital will ensure all risks are managed and businesscontinuity plans are kept up to date.

ConsultancyConsultants with specialist knowledge and expertisewill be used where necessary.

Conferences, Partnerships and Training and MeetingsDigital employees will continue to attend conferencesand meetings and collaborate with partners toincrease and share knowledge. The Digital team willmeet regularly to share knowledge, review activitiesand set priorities. Quarterly strategy meetings will bescheduled with business areas to ensure the role ofDigital helps Kingdom achieve organisational anddepartment objectives.

Digital Service Level AgreementDigital Service Level agreements will be reviewed andagreed to ensure service standards and responsetimes are in line with business expectations.

10.Monitoring & Review

The strategy will be reviewed and updated to meetthe changing needs of the business, customers andstakeholders.

11. Contacts

Bill Banks: Kingdom Group ExecutiveGary Haldane: Interim Digital Director

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Kingdom Housing Association LtdSaltire Centre I Pentland Court I Glenrothes I Fife I KY6 2DA

Tel: 01592 631661Email: kingdom@kha.scot

www.kingdomhousing.org.uk

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