Embracing Digital ServicesAdrian Barber
Director of Homes and Neighbourhoods
RCT Homes Group
• Stock transfer in 2007
• c.11,500 homes
• c.500 staff, including an in house repairs service
• 100% Welsh Housing Quality Standard compliant (Decent Homes)
• Investing in new technology to assist the modernisation of service delivery and increased efficiency
Digitalisationexamples
Mobile Working
Resource Planning
Business InsightIntranet
Case Management
Mobile Working – Cached Data
Location Information
Search for Locations or People
Available Electronic Forms
Mobile Working – Information at Your Fingertips
All the information staff need about a customer and their home without coming into
the office
Safety and Compliance issues highlighted
Changed Behaviours
0100200300400500600700800
June July August Sept
File note
File notes
Total
Form Month
Count of Form
Over 400 Neighbourhood Manager work requests since
June 2015
1,697 ‘Contact’ file notes since go live!
Case Management SoftwareConfigurable Person and Property Profile pages
(in development)
Custom Data widgets display vital information relevant to the user or module type
Trends
Risk ratingEngagement
SatisfactionPeer
comparisons
Case history
Support needs
Customer’s Picture
Case Overview Page(In development)
Real time performance
Quality Control and Audits
At a glance case notes
Case status and progress
Dealing with Anti-Social Behaviour
.
Personalised ‘Dashboards’ with real time
performance and task prompts
Real time collaboration made easy
Hotspotting
Used to highlight our ASB hotspots. Red shows the
highest density of incidents through to Purple showing
lowest
Segmentation: Internet Access
% of properties with internet access (colour code)
How many properties per estate
(size of the circle)
Net Promoter Score - How does it work?“How likely is it that you would recommend RCT Homes to a friend or colleague”
ScoresUpper quartile 37Median 27Lower quartile 14
Example Companies ScoresAmazon 69Scottish & Southern -19npower -55Sky (internet) 14Virgin media 13Saga insurance 14First Direct bank 61Tesco mobile 47
13
Customer Feedback
Resource Planning Lifecycle
Forecasting
PlanningImplementation
Review
Forecasts Based on Historical TrendsVolumes ADJ Volumes ADJ Volumes ADJ Volumes ADJ
Task Jan +/- Feb +/- Mar +/- Apr +/- May +/-P1 25 -75% 600 200% 300 200 -50% 1000 100%P2 100 200 100 100 100P3 100 200 100 100 100P4 100 200 100 300 100P5 100 200 100 300 100P6 100 600 200% 300 300 400 300%P7 100 200 300 300 150P8 100 200 300 300 200P9 100 200 300 300 200P10 100 200 300 300 300
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov DecContact Centre Resource Variance +/- 0.45 -0.30 0.38 0.00 -2.34 -0.19 -0.14 -2.51 0.19 0.76 0.75 0.55Buisness Support Resource Variance +/- 0.03 -0.19 0.04 -0.01 0.01 0.04 0.04 -0.06 0.04 0.04 0.03 -0.04Voids and Lettings Resource Variance +/- 0.11 -0.11 0.11 -0.35 -0.83 0.07 0.08 -0.01 0.07 0.06 0.07 0.01ASB Resource Variance +/- 1.67 1.42 0.56 1.22 1.04 1.57 1.52 0.83 1.32 -0.95 1.57 1.52Complaints Resource Variance +/- 0.24 -0.16 -1.87 -0.55 -0.48 0.15 0.16 -0.75 -0.36 0.15 0.14 0.05
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov DecOverall Resource Variance +/- 2.49 0.67 -0.78 0.31 -2.60 1.64 1.66 -2.50 1.27 0.05 2.55 2.10
Volumes 475 1400 2275 1400 2950 1000 1050 2150 1200 2510 500 550FTE Requirement 0.91 2.83 4.28 3.19 6.10 1.86 1.84 6.00 2.23 3.45 0.95 1.40Headcount Position 3.40 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50
-3
-2
-1
0
1
2
3
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Overall
Time SlotCalls
ForecastedCalls
OfferedVariance to
ForecastCalls
AbandonedCalls Handled
in SVLForecasted
StaffNet Staff +/-
15 Min SVL
Running SVL Notes
08:30 15 16 7% 2 14 8 7 -1 87.5% 87.5% 1 Staff called in sick08:45 17 21 24% 0 20 8 7 -1 95.2% 91.9%09:00 20 20 0% 1 17 9 9 0 85.0% 89.5%09:15 18 20 11% 5 15 8 8 0 75.0% 85.7%09:30 25 22 -12% 0 22 7 7 0 100.0% 88.9%09:45 30 28 -7% 2 26 7 7 0 92.9% 89.8%10:00 28 28 0% 0 28 8 6 -2 100.0% 91.6% 2 Staff Allowed to have 121's10:15 27 25 -7% 5 20 8 6 -2 80.0% 90.0% 2 Staff Allowed to have 121's10:30 15 18 20% 0 17 8 6 -2 94.4% 90.4% 2 Staff Allowed to have 121's10:45 15 16 7% 0 14 8 6 -2 87.5% 90.2% 2 Staff Allowed to have 121's11:00 19 19 0% 0 18 10 6 -4 94.7% 90.6% 4 Staff Realsed to support project11:15 20 25 25% 0 22 10 6 -4 88.0% 90.3% 4 Staff Realsed to support project11:30 24 29 21% 5 18 10 6 -4 62.1% 87.5% 4 Staff Realsed to support project11:45 22 28 27% 3 18 10 6 -4 64.3% 85.4% 4 Staff Realsed to support project12:00 20 24 20% 3 19 10 6 -4 79.2% 85.0% Calls have been running 20+% over forecast - Pulling Project12:15 32 39 22% 3 36 10 10 0 92.3% 85.7% 4 staff back on the phones12:30 30 35 17% 0 34 10 10 0 97.1% 86.7%12:45 35 41 17% 2 38 10 10 0 92.7% 87.2%13:00 37 43 16% 0 43 10 10 0 100.0% 88.3%13:15 35 42 20% 0 42 10 10 0 100.0% 89.2%13:30 41 48 17% 0 48 10 10 0 100.0% 90.1%13:45 3814:00 3414:15 3214:30 2214:45 2515:00 2215:15 2115:30 1815:45 1616:00 12
Workloads forecast based on historical trends
Daily planning to manage workloads throughout the day
Analysis and trend data automatically produced
May need to recruit
staff…
Training to cover seasonal trends…?
Influence the business
Latest news
Ideas sharingEssential compliance
Who’s Who and Skills Sharing
Collaboration
Personalisation
The Future…?
Future Services
Recruitment by Video
Video Surveys
Live Chat Customer
Service
Customer Estate
Inspections
Virtual property
ToursDigital Rent and Service Statements
Online service tracking
Internet of Things
Keyless door entry
Wearable health
monitoring
Questions
?
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