Digital Transformation at Thames Valley HAJayne Hilditch
A deck I did for the NHF IT conference Feb 2016. It sets out the TVH approach to Digital Transformation, and shares some of the things we've learned along the way.
MyTVH is our online customer services platform at Thames Valley Housing. Here's an update as at December 2014 with our newly released payment gateway functionality.
Digital Transformation at Thames Valley HAJayne Hilditch
A deck I did for the NHF IT conference Feb 2016. It sets out the TVH approach to Digital Transformation, and shares some of the things we've learned along the way.
MyTVH is our online customer services platform at Thames Valley Housing. Here's an update as at December 2014 with our newly released payment gateway functionality.
The nudge theory has received great attention in the last years but the majority of the applications remain limited to academic journals and lab tests. In a guest lecture at the Norwegian School of Economics, Liveworker Anne van Lieren will show students how we apply proven behavioural principles and nudges to real-world cases. In the lecture she will discuss several client cases to illustrate our best practices.
Learn how to use predictive analytics to increase customer retention and decrease churn. In the age of the customer, consumers have more power than every before. With increasing costs of acquisition, focussing on retention is critical to any successful strategy. Predictive analytics enables you to assign a risk factor to users that signals their likeliness to churn, and attribute a risk factor to marketing channels relating to the riskiness of visitors that they attract. From here, you can optimise the customer journey and personalise the experience for at risk consumers, and increase marketing spend efficiency towards channels that attract more profitable visitors.
Check out this presentation from Qubit's Predict Analytics Webinar where you will learn how to use predictive analytics to solve for customer retention. Learn what predictive analytics is, and how you can utilize the data you already collect about your visitors to predict intent, and optimize the experience. Essential is being able to identify the risk factor of different users and personalize their experience to make them stay.
Part of the Launchpad: Future of Accounting & Technology #pimeetup. Online channels and the pro's and conn's of each channel (Inbound Marketing, PR, Display, PPC, Social and Email/CRM) and what is best for your accounting business.
Links:
https://adwords.google.com/ - PPC & Display & Retargeting/Remarking
http://advertise.bingads.microsoft.com/en-au/home - PPC
https://buysellads.com/ - Display
https://www.adroll.com/product/prospecting - Display & Retargeting/Remarking
https://ads.twitter.com/ - Social Media
https://business.facebook.com/ - Social Media
https://www.linkedin.com/ads/ - Social Media
http://www.helpareporter.com/sign-up - PR
http://www.sourcebottle.com/subscribe.asp - PR
http://mailchimp.com/ - CRM
https://www.intercom.io/ - CRM
http://simplymeasured.com/free-social-media-tools/ - Social Media Analysis
https://klout.com/home - Social Media Analysis
The Pathway to Profitability through inkjet printing. The applications of inket printers in the modern world and case studies of businesses improving the customer experience with in house printing.
Subscribed Sydney 2017: Product KeynoteZuora, Inc.
Subscription businesses are growing 9x faster than the S&P 500. We ask ourselves “what can we build to help our customers grow even faster?”From the new Subscription Order Management engine to Subscription Revenue Recognition for AASB 15, we are excited to reveal a whole new wave of products built to power subscription businesses. Join Zuora Product Directors Chris Bruner and Nick Harlow as they unveil the exciting new launches coming to Zuora in 2017.
Subscribed Melbourne 2017: Product KeynoteZuora, Inc.
Subscription businesses are growing 9x faster than the S&P 500. We ask ourselves “what can we build to help our customers grow even faster?”From the new Subscription Order Management engine to Subscription Revenue Recognition for AASB 15, we are excited to reveal a whole new wave of products built to power subscription businesses. Join Zuora Product Directors Chris Bruner and Nick Harlow as they unveil the exciting new launches coming to Zuora in 2017.
This ppt includes Service concept, service flower, Service marketing mix, Servqual model, employees and customer roles in service delivery. Usefull for 3rd sem MMS student for subject Service marketing
This presentation was given at Skatteverket (the Swedish Tax agency) at a meeting of all four of the Scandinavian tax agencies, convened to work out how to respond to the various areas of sharing that have emerged in all four countries.
Fast Data for Competitive Advantage: 4 Steps to Expand your Window of Opportu...VoltDB
In this webinar, you’ll hear VoltDB CEO, Bruce Reading, outline 4 steps to expand your window of opportunity while avoiding risky options that can destroy your business. Technology innovator and CEO of Emagine International, David Peters, will also share key lessons learned from establishing his company’s ability to use fast data to crush competitors and execute on Emagine’s ability to open new markets. To view the webinar in its entirety, click here: http://learn.voltdb.com/WRExecSeries1.html
Many business owners struggling in sending invoices on time, receiving payment in a timely manner and keeping track of receivables from their customers are common.
What are the options for sellers and buyers collaborating on catalog content? Join a panel of leading sellers and buyers as they discuss their catalog strategies and preference for hosted CIF versus PunchOut catalogs. Learn how leading sellers use the Ariba Network to drive exposure of their product content to procurement organizations and individuals at their key accounts, while leading procurement organizations use online catalogs to drive up compliance to contract terms and to improve the user experience.
Simpolo Tiles & Bathware
Tile ho,
toh Simpolo.
Since the first steps were taken in 1977, Simpolo Ceramics has carved its niche as a consistently growing organisation with unparalleled innovation and passion rooted in simplicity.
We endure gratification for every experience we offer, created to share something meaningful. It may not resonate with the majority, but that makes us a class apart. If only a handful were to understand the purpose of our existence, we would be proud to have found our believers. Rather, people with whom we can share our beliefs.
VISUALIZER
Design your space in your style with our very own Visualizer. Now, you can choose the tiles of your liking from our wide selection and see how they would look in a space. Select the tile from the multiple options and the visualiser will replace the surfaces in the image with the selected tiles. This way, instead of just your imagination, you can choose the tiles for your place by getting an actual picture of how they would look in a space. So, design your space the way you desire digitally and implement it in real life to get the best results!
You can also share this visualiser with others to help them design their space.
Committed to delighting customers with world-class ceramic products and services. Make Simpolo synonymous with the best quality and set new benchmarks of excellence for all stakeholders. Pursue best business practices with utmost integrity to make Simpolo an exciting organisation to work with, for vendors, channel partners, investors and employees alike.
Gain worldwide recognition in the field of ceramic building products through Research and Innovation and bring an enhanced lifestyle within reach for every household.
The nudge theory has received great attention in the last years but the majority of the applications remain limited to academic journals and lab tests. In a guest lecture at the Norwegian School of Economics, Liveworker Anne van Lieren will show students how we apply proven behavioural principles and nudges to real-world cases. In the lecture she will discuss several client cases to illustrate our best practices.
Learn how to use predictive analytics to increase customer retention and decrease churn. In the age of the customer, consumers have more power than every before. With increasing costs of acquisition, focussing on retention is critical to any successful strategy. Predictive analytics enables you to assign a risk factor to users that signals their likeliness to churn, and attribute a risk factor to marketing channels relating to the riskiness of visitors that they attract. From here, you can optimise the customer journey and personalise the experience for at risk consumers, and increase marketing spend efficiency towards channels that attract more profitable visitors.
Check out this presentation from Qubit's Predict Analytics Webinar where you will learn how to use predictive analytics to solve for customer retention. Learn what predictive analytics is, and how you can utilize the data you already collect about your visitors to predict intent, and optimize the experience. Essential is being able to identify the risk factor of different users and personalize their experience to make them stay.
Part of the Launchpad: Future of Accounting & Technology #pimeetup. Online channels and the pro's and conn's of each channel (Inbound Marketing, PR, Display, PPC, Social and Email/CRM) and what is best for your accounting business.
Links:
https://adwords.google.com/ - PPC & Display & Retargeting/Remarking
http://advertise.bingads.microsoft.com/en-au/home - PPC
https://buysellads.com/ - Display
https://www.adroll.com/product/prospecting - Display & Retargeting/Remarking
https://ads.twitter.com/ - Social Media
https://business.facebook.com/ - Social Media
https://www.linkedin.com/ads/ - Social Media
http://www.helpareporter.com/sign-up - PR
http://www.sourcebottle.com/subscribe.asp - PR
http://mailchimp.com/ - CRM
https://www.intercom.io/ - CRM
http://simplymeasured.com/free-social-media-tools/ - Social Media Analysis
https://klout.com/home - Social Media Analysis
The Pathway to Profitability through inkjet printing. The applications of inket printers in the modern world and case studies of businesses improving the customer experience with in house printing.
Subscribed Sydney 2017: Product KeynoteZuora, Inc.
Subscription businesses are growing 9x faster than the S&P 500. We ask ourselves “what can we build to help our customers grow even faster?”From the new Subscription Order Management engine to Subscription Revenue Recognition for AASB 15, we are excited to reveal a whole new wave of products built to power subscription businesses. Join Zuora Product Directors Chris Bruner and Nick Harlow as they unveil the exciting new launches coming to Zuora in 2017.
Subscribed Melbourne 2017: Product KeynoteZuora, Inc.
Subscription businesses are growing 9x faster than the S&P 500. We ask ourselves “what can we build to help our customers grow even faster?”From the new Subscription Order Management engine to Subscription Revenue Recognition for AASB 15, we are excited to reveal a whole new wave of products built to power subscription businesses. Join Zuora Product Directors Chris Bruner and Nick Harlow as they unveil the exciting new launches coming to Zuora in 2017.
This ppt includes Service concept, service flower, Service marketing mix, Servqual model, employees and customer roles in service delivery. Usefull for 3rd sem MMS student for subject Service marketing
This presentation was given at Skatteverket (the Swedish Tax agency) at a meeting of all four of the Scandinavian tax agencies, convened to work out how to respond to the various areas of sharing that have emerged in all four countries.
Fast Data for Competitive Advantage: 4 Steps to Expand your Window of Opportu...VoltDB
In this webinar, you’ll hear VoltDB CEO, Bruce Reading, outline 4 steps to expand your window of opportunity while avoiding risky options that can destroy your business. Technology innovator and CEO of Emagine International, David Peters, will also share key lessons learned from establishing his company’s ability to use fast data to crush competitors and execute on Emagine’s ability to open new markets. To view the webinar in its entirety, click here: http://learn.voltdb.com/WRExecSeries1.html
Many business owners struggling in sending invoices on time, receiving payment in a timely manner and keeping track of receivables from their customers are common.
What are the options for sellers and buyers collaborating on catalog content? Join a panel of leading sellers and buyers as they discuss their catalog strategies and preference for hosted CIF versus PunchOut catalogs. Learn how leading sellers use the Ariba Network to drive exposure of their product content to procurement organizations and individuals at their key accounts, while leading procurement organizations use online catalogs to drive up compliance to contract terms and to improve the user experience.
Simpolo Tiles & Bathware
Tile ho,
toh Simpolo.
Since the first steps were taken in 1977, Simpolo Ceramics has carved its niche as a consistently growing organisation with unparalleled innovation and passion rooted in simplicity.
We endure gratification for every experience we offer, created to share something meaningful. It may not resonate with the majority, but that makes us a class apart. If only a handful were to understand the purpose of our existence, we would be proud to have found our believers. Rather, people with whom we can share our beliefs.
VISUALIZER
Design your space in your style with our very own Visualizer. Now, you can choose the tiles of your liking from our wide selection and see how they would look in a space. Select the tile from the multiple options and the visualiser will replace the surfaces in the image with the selected tiles. This way, instead of just your imagination, you can choose the tiles for your place by getting an actual picture of how they would look in a space. So, design your space the way you desire digitally and implement it in real life to get the best results!
You can also share this visualiser with others to help them design their space.
Committed to delighting customers with world-class ceramic products and services. Make Simpolo synonymous with the best quality and set new benchmarks of excellence for all stakeholders. Pursue best business practices with utmost integrity to make Simpolo an exciting organisation to work with, for vendors, channel partners, investors and employees alike.
Gain worldwide recognition in the field of ceramic building products through Research and Innovation and bring an enhanced lifestyle within reach for every household.
Recent Trends Fueling The Surge in Farmhouse Demand in IndiaFarmland Bazaar
Embarking on the journey to acquire a farmhouse for sale is just the beginning; the real investment lies in crafting an environment that contributes to our mental and physical well-being while satisfying the soul. At Farmlandbazaar.com, India’s leading online marketplace dedicated to farm land, farmhouses, and agricultural lands, we understand the importance of transforming a humble farmland into a warm and inviting sanctuary. Let's explore the fundamental aspects that can elevate your farmhouse into a tranquil haven.
Discover Yeni Eyup Evleri 2, nestled among the rising values of Eyupsultan, offering the epitome of modern living in Istanbul.
With its spacious living areas, contemporary architecture, and meticulous details, Yeni Eyup Evleri 2 is poised to be the star of your happiest moments. Situated in the new favorite district of Eyupsultan, claim your spot and unlock the doors to a peaceful life alongside your loved ones. Nestled next to the historical and natural beauties of Eyupsultan, embrace the comfort of modern living and rediscover life.
Social Amenities:
Yeni Eyup 2 offers a life filled with joy with its green landscaping areas, gym, sauna, children’s play areas, café, outdoor pool, and basketball court. Reserve your place for unforgettable moments!
Reliable Structure:
With 1+1, 2+1, and 3+1 apartment options, Yeni Eyup Evleri 2 is designed with first-class materials and craftsmanship. The doors to a safe and comfortable life are here! Choose the option that suits you best and step into your dream home.
Project:
Yeni Eyup 2 is conveniently located, with Istanbul Airport just 26 minutes away, the Mecidiyeköy Metro Line 4 minutes away, and the Tram Stop 5 minutes away, making your life easier with its central location.
Location:
Your home is positioned in a privileged location, providing easy access to the city center, shopping malls, restaurants, schools, and other important places.
Yeni Eyup 2 offers 1+1, 2+1, and 3+1 apartment options designed to meet different needs. Find an option suitable for every lifestyle and open the doors to a comfortable life in your dream home.
https://listingturkey.com/property/yeni-eyup-evleri-2/
The KA Housing - Catalogue - Listing TurkeyListing Turkey
Welcome to KA Housing, a distinguished real estate development nestled in the heart of Eyüpsultan, one of Istanbul’s most promising districts.
Just 10 minutes from the bustling city center, Eyüpsultan offers a serene escape with the convenience of urban living. The direct metro line ensures seamless connectivity to all parts of Istanbul, making it an ideal location for residents who seek both tranquility and vibrancy.
KA Housing boasts unparalleled accessibility, with proximity to Istanbul Airport only 30 minutes away, facilitating easy international travel. Effortless city access is guaranteed by direct metro and transportation links to Istanbul’s cultural and commercial hubs. Quick access to key metro lines connects you to every corner of the city within minutes, making commuting and exploring the city hassle-free.
The development offers luxurious living spaces with a range of unit layouts from 1+1 to 4+1, designed with meticulous attention to detail. Each unit features balconies or terraces, providing stunning vistas of Istanbul and enhancing the living experience. High-quality materials and superior craftsmanship ensure durability and elegance, while sound-proof insulation and high ceilings (2.95 m) offer comfort and sophistication.
Residents of KA Housing enjoy exclusive on-site amenities, including a state-of-the-art gym, outdoor swimming pool, yoga area, and walking paths. Entertainment options abound with a private cinema, children’s playground, and a variety of dining options including a café and restaurant. Security and convenience are paramount with 24/7 security, a dedicated carpark garage, and an IP intercom system.
KA Housing represents a prime investment opportunity with limited availability in a high-demand area, ensuring enduring value and potential for lucrative returns. Homes in this development provide exceptional value without compromising on quality, offering affordable luxury for discerning buyers. The construction is of the highest quality, built to the latest seismic and disaster resistance standards, ensuring safety and resilience.
The community and surroundings of KA Housing are enriched by close proximity to prestigious universities such as Haliç University, Bilgi University, and Istanbul Ticaret University, making it an ideal location for students and academics. The development is adjacent to the Alibeyköy stream leading into the Halic waters, offering serene natural escapes amidst lush greenery. Residents can enjoy the cultural richness of the area, surrounded by historical and cultural landmarks that blend leisure, nature, and culture seamlessly.
https://listingturkey.com/property/the-ka-housing/
Rixos Tersane Istanbul Residences Brochure_May2024_ENG.pdfListing Turkey
Tersane Suites Residences is a luxurious real estate project located in the heart of Istanbul, next to the beautiful Golden Horn. This unique development offers hotel concept residences with Rixos management, making it the perfect choice for both homeowners and investors.
The Tersane Suites Residences offers a wide range of options, from studio apartments to spacious four-bedroom units, all designed to the highest standard. The suites are finished with high-quality materials and feature modern, open-plan living spaces, fully-equipped kitchens, and large balconies with stunning views of the city and sea.
One of the standout features of Tersane Suites Residences is the Rixos management, which provides a truly exclusive and upscale living experience. Residents will have access to a range of luxury amenities, including a fitness center, spa, and indoor and outdoor swimming pools. Plus, the on-site restaurants and cafes provide a taste of the local and international cuisine.
The Tersane Suites Residences also offers a great opportunity for investors, as it provides a rental guarantee program. This means that investors can enjoy a steady income stream, with the peace of mind that their property is being managed by a reputable and experienced team.
The location of Tersane Suites Residences is also unbeatable, with easy access to the city’s main transportation links and within close proximity to the historic center, making it the perfect base for exploring all that Istanbul has to offer.
The SVN® organization shares a portion of their new weekly listings via their SVN Live® Weekly Property Broadcast. Visit https://svn.com/svn-live/ if you would like to attend our weekly call, which we open up to the brokerage community.
Total Environment Tangled Up In The Green - Residential Plots Where Nature an...JagadishKR1
Embark on a journey where lush landscapes and contemporary living converge at Total Environment's Tangled Up In The Green Residential Plots in Devanahalli, Bangalore. Surrounded by verdant expanses, these plots offer an idyllic setting for your dream home. Immerse yourself in the serenity of nature while enjoying the finest amenities and design, where every moment is a harmonious blend of luxury and tranquility.
The SVN® organization shares a portion of their new weekly listings via their SVN Live® Weekly Property Broadcast. Visit https://svn.com/svn-live/ if you would like to attend our weekly call, which we open up to the brokerage community.
Keep Your Home Naturally Cool and Warm Out Change in Seasons
Vinra Construction is a private limited company registered under the ROC. The management has an experience of over 15 years of understanding the needs and delivering apt solutions to the end users We are providing turnkey solutions in construction fields. like Construction, Interior Designing Facility Management, Plantation Management, etc..
Vinra Construction Tech Enabled Company for Eco-Friendly Home Construction
Contact With Vinra for a Greener Future >>> Call us @ 888 4898 765
Rams Garden Bahcelievler - Istanbul - ListingTurkeyListing Turkey
Implemented by Rams Global in Bahcelievler, the Rams Garden Bahcelievler Apartments includes 796 residences of different types from 2+1 to 5+1.
Next to the project, which will have 33 thousand square meters of green area, there will be 42 thousand 300 square meters of woodland. There will also be a 210-meter-long pond in the landscape of the project. There are 94.5 square meters of green space per flat.
Rams Garden Bahcelievler Apartments, which has 8 times more green space than the average of Istanbul with its 33 thousand square meters of green area located within a total of 75 thousand square meters, offers various housing options from 2+1 to 5+1.RAMS Garden has brought a lifeline to the construction industry.
Rams Global, which has signed projects in many places from Dubai to Phuket and delivered more than 20 thousand residences, is now starting new projects in Istanbul.
Rams Garden Bahcelievler is located 9 minutes from Metroport AVM, 5 minutes from Marmara Forum AVM, 12 minutes from Kazlıçeşme beach, 9 minutes from Yıldız Technical University, 7 minutes from Istinye University, 9 minutes from Ramada Hotel and Medicana Hospital.
https://listingturkey.com/property/rams-garden-bahcelievler-apartments/
Presentation to Windust Meadows HOA Board of Directors June 4, 2024: Focus o...Joseph Lewis Aguirre
Presentation to Windust Meadows HOA Board of Directors June 4, 2024: Focus on Public Safety as Job #1, Engagement, Wealth of HOA, Branding, Communication, Culture, Civic Responsibility
Serviced Apartment Ho Chi Minh For RentalGVRenting
GVRenting is the leading rental real estate company in Vietnam. We help you to find a serviced apartment for rent in Ho Chi Minh & Saigon. Discover our broad range of rental properties in Vietnam.
For more details https://gvrenting.com/
Sense Levent Kagithane Catalog - Listing TurkeyListing Turkey
Sense Levent offers a luxurious living experience in the heart of Istanbul’s vibrant Levent district.
This cutting-edge development seamlessly integrates modern design with natural elements, featuring live evergreen plants maintained by an advanced irrigation system, ensuring lush greenery year-round.
The building’s elegant ceramic balconies are both stylish and durable, enhancing the overall aesthetic and functionality. Residents can enjoy the 700m Sky Lounge, which provides breathtaking views of Istanbul and a perfect space to relax and unwind.
Sense Levent promotes a healthy and active lifestyle with a full gym, swimming pool, sauna, and steam room, all available in the building. The interiors are crafted with high-quality materials, ensuring a luxurious and inviting living space.
Designed with young professionals in mind, Sense Levent features 1+1 and 2+1 units with smart floor plans and balconies. The project promises high investment returns, with an expected annual return of 6.5-7%, significantly above Istanbul’s average ROI.
Located in the rapidly growing and highly desirable Levent area, the development benefits from ongoing urban regeneration projects. Its prime location offers proximity to shopping malls, municipal buildings, universities, and public transportation, adding immense value to your investment.
Early investors can take advantage of discounted units during the construction phase, with an expected capital appreciation of +45% USD upon completion. Property Turkey provides comprehensive rental management services, ensuring a seamless and profitable investment experience.
Additionally, robust legal support and significant tax advantages are available through Property Turkey’s licensed Real Estate Investment Fund. Levent is a dynamic urban hub, ideal for young professionals with its numerous corporate headquarters and shopping malls.
Sense Levent is more than just a residence; it’s a place where dreams and opportunities come to life. Contact us today to secure your place in this exclusive development and experience the best of Istanbul living. Sense Levent: Sense the Opportunity. Live the Dream.
https://listingturkey.com/property/sense-levent/
2. IN THIS SLIDE DECK…
▸Different approaches to online
services
▸What we’ve taken online
▸Asking v observing behaviours
▸Data: what the analytics tell us
14. “make it so good, people who can,
choose to use it”
15. “make it so good, people who can,
choose to use it”
16. ONLINE SERVICES:
▸Customers have asked for it.
▸Offers a 24/7 channel to customers
▸Reduce the cost to serve
▸ 2009 Audit Commission/PWC report on 19 Local Authorities transaction costs
- Post £12.10
- Face to Face £10.53
- Phone £3.39
- Online £0.08
▸ A PhD thesis could be written (and probably has).
▸ Lots of exchanging ignorances : its not been done at scale in housing yet.
▸ We’re measuring as we roll-out, so we can start to answer those questions
19. BREAD & BUTTER… (FOR THE CUSTOMER)
▸Accounts:
Rent & service charge statements
Parking / garage and sundry charges
HB statement
Make a payment using our own payment gateway
▸Repairs:
Request a repair – integrates with back-office workflow
View repairs reported & completed
Visibility over common parts
Upload a photo of the problem
Feedback on the contractors performance
Book a repair appointment slot
▸Contact info specific to that customer
20. OLD WORLD
… website was a PR/Marketing thing
… mobile not considered
24. BREAD & BUTTER… (FOR THE ORGANISATION)
▸Scale-able web hosting
▸Real time data
▸Top notch security & identity verification
▸Analytics in real time
▸Admin suite
▸Test/Demo environments with fakify data
50. PUNCH LINES FOR ONLINE SERVICES:
▸Design in bite-size feedback
▸Don’t rely on asking. Observe.
▸Analytics data reveals what people actually do
▸Beware of assumptions
52. A FINAL THOUGHT.
“When we’re making decisions….
…If there’s data, lets use it. If
there’s only opinions, lets use
mine”
Editor's Notes
Try and find the phone number…
Still trying to find the phone number….
A few more clicks. Found the phone number… And the cost of ringing it. And the pre-emptive “if you don’t like it, tough” message.
And a spot of “dark design”. Putting the ‘don’t insure’ me option, in an alphabetical drop down list between Denmark and Finland. Sneeky. Trusting them much?
Nice obvious phone number. Its all good – you can ring them up if that’s your preference.
Nice and obvious where the phone numbers
are. Or you could tweet them. Or use the app. Choice.
Make it so good, people who can, choose to use it.
That’s what we’re doing…
We’ve focused on the bread and butter services…
Responsive design so it works on a mobile, tablet, or PC.
And it’s a thing of beauty…
Fakify data means we can do user testing more easily… as we can set up various different scenarios with dummy data.
Look at his face. He’s obviously not finding something easy to use.
But this is what a user will say if you just ask them. It’s important to observe, not just ask.
Click on the picture and play the clip from Parks and Recreation. And then consider what you think about surveys in your organisation…
Ask people, at the time, to give a snippet of feedback. Light touch, not onerous.
Ask people, at the time, to give a snippet of feedback. Light touch, not onerous.
So we’ve been live with online services for a year or so, adding new functionality every month…
We phased the invitation letters over a few months, to cope with any spikes in support. Of those invited, 19% of those invited have signed up.
If we look at more recent tenancies – its a 23% sign up rate.
And if we drill down to tenure analysis – it’s a 38% sign up rate in shared ownership
We discovered that the sign up process was causing a problem, so we revised it in November – see the difference in support requests
We’re tracking visits. Our old online services had a 7% return rate. The new service stands at 70%. Much better.
People use it on the weekend when we’re closed.
And some people use it in the middle of the night. But not many. So this is when we schedule maintenance down-time.
20% of users have logged a repair request.
And we’ve been working at getting the response time down. We want it to be same day.
15% of users have logged an enquiry about something other than a repair…
With the most common enquiry being about their account.
In December we launched our new payment gateway. Its cheaper and simpler to use that the old 3rd party payment gateway. And importantly, can reduce time spent taking phone calls for card payments. We used to take 28,000 phone calls a year, and have about 1,000 online payments a year. Since the new payment gateway was launched in December, we’ve made a 27% shift from phone payments to online payments, and it continues to grow.
Rented customers are most likely to sign up to the service. Our NHS Keyworker accommodation are the least likely to sign up – we think its because there’s an onsite office on those schemes – so they already have a convenient local service.
There’s some drop off in sign-up rate in older age groups – as we might expect.
Mobile rules. 28% of users have logged in with a smartphone at some point. 46% of all visits come from mobile devices (smartphone and tablets).
Apple products (iphone and ipad) dominate the mobile devices, whereas windows PCs dominate the computers.
Microsofts dominance on browsers had ended – chrome is the biggest segment. And on internet explorer – its heavily dominated by the recent versions (thank goodness).