Slides from my session at the Inside Government Conference 24 September 2013. Building online services in a Housing Association.

1. Building Online Customer
Services
Jayne Hilditch
Corporate Services Director

2. Building Online Customer
Services
What has been done so far
What to… (take online)
How to…

3. What has been done so far?

4. In our Private Rented
Sector Business, its only
ever been “online”

6. The Social Housing
Business

7. Digital Exclusion…

8. An Additional Channel
make it so good, people choose to use it
Don‟t take other stuff away

9. Speed of change…?
100%
Online
50%
F2F
Phone
0%
2012
2013
2014
2015
2016

10. What to …(take online)

11. The Attention Economy
(or, the „wiifim‟ question)
Me
My Home
My
Neighbourhood
The Landlord

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

13. Transactional
•Embedded messaging
system (like ebay).
– Cultural change for working practices

14. Futurising
Prepare for customer service in public…

15. Feedback & Involvement

18. 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

19. Community

21. 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

22. How to …

23. Put it in the ICT Strategy

24. Two words about the
business case
exchanging ignorances

25. Agile Project Management
Agile trumps Prince2 for web projects
Think about the skills needed

26. Procurement Hurdles
Avoiding the car crash of agile development
v
procurement

27. Probably not with the big
guns…

29. Procurement Hurdles
MVP: fixed cost
Phase 2: time + materials

30. The last word…