Given at Housing Technology Conference 21 Feb 2013.

1. Fishing where the fishes are
Jayne Hilditch
Corporate Services Director

9. What we’re doing

10. Facebook

11. Twitter

12. connectedhousing.co.uk

16. Why do it ?
• Customer demand
− Especially from leaseholders
− Resident Auditors feedback
− 24/7 out of hours
• Service efficiency
− Avoidable contact, eg progress chasing
− Leveraging customers on the ground

17. Process
 Civica’s “myservices”.
Web Services to be independent of
Universal Housing

18. The Attention Economy
(or, the ‘wiifim’ question)
Me
My Home
My Neighbourhood
Thames Valley Housing

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

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

21. Futurising.
Prepare for customer service in public…

22. Feedback & Involvement

25. 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

26. Community

28. 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

29. How do we build this?
• Skills: Agile v Prince2
• Involve customers: co-design
• Product owner
• Sprints
• Shorten the gap between the
technologist and the user
• Regular feedback
• Good quality feedback

30. A word about digital exclusion