Building a channel shift strategy in a Housing Association

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This document discusses a channel shift strategy to move more landlord-tenant interactions online. It outlines what has already been done digitally for private rented housing and social housing. The key aspects that could be taken online include transactional functions like rent payments and repair requests. Moving these services online may require cultural changes for staff and preparing customers for public services online. Getting tenant feedback and involvement online through surveys, resident auditors, and community building on platforms like Facebook and Meetup is also discussed. The document provides advice on how to implement an online channel shift strategy, including through the ICT strategy and using an agile project management approach to procurement.

Technology Business

Building and Delivering
Channel Shift Strategy
Jayne Hilditch
Corporate Services Director

Channel Shift

What has been done so far

What to… (take online)
How to…

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

An Additional Channel

make it so good, people choose to use it
Don‟t take other stuff away

Speed of change…?
100%

Online

50%

F2F
Phone

0%
2012

2013

2014

2015

2016

The Attention Economy
(or, the „wiifim‟ question)

Me
My Home
My
Neighbourhood

The Landlord

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

Transactional
•Embedded messaging
system (like ebay).

– Cultural change for working practices

Futurising
Prepare for customer service in public…

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

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

Two words about the
business case
exchanging ignorances

Agile Project Management

Agile trumps Prince2 for web projects
Think about the skills needed

Procurement Hurdles

Avoiding the car crash of agile development
v
procurement

Procurement Hurdles

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The document discusses plans to improve customer service and resident involvement through digital technologies. Specifically: 1) It aims to use online platforms like myservices and social media to provide transactional services more efficiently and get feedback from residents. 2) It wants to "future-proof" customer service and prepare for more public interactions online. 3) It explores using existing online tools and user-generated content to build community engagement between residents on issues like events, neighborhood news, and feedback on contractor performance.

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Building a channel shift strategy in a Housing Association

1. Building and Delivering Channel Shift Strategy Jayne Hilditch Corporate Services Director

2. Channel Shift 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

16.

17.

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

20.

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…

28.

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

30. The last word…

Building a channel shift strategy in a Housing Association

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