or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy
Last week I was honoured to be asked to speak at the first Digital Self Service Conference, #DSSC18 in Solihull.
It was a very interesting event and also good to meet so many people and organisations I have worked with in #SocialHousing and hear how other sectors are doing it well.
It can seem at times, getting digital self-service right, is a bit like searching for diamonds in the dust. Self-serve can feel like graphite, soft & sludgy, not what would be ‘the residents best friend’, the shiny, sharp diamond.
|Give your residents diamond service|
One important point made at the conference, was that just building fantastic self-service, is not enough to make your residents come. I believe it should be fantastic too, in order that we have the best carrots and no need for sticks.
It was clear that robust targets and some change of internal culture is necessary, in order to inform, reveal, assist and help customers get the most from what can be provided. That might mean that staff are trained to help residents access more services digitally, wherever they can. That might be on the housing scheme, in reception, or when meeting them in their homes. Added to this, excellent communication via quarterly newsletters, posters, Facebook, Twitter, the ubiquitous fridge magnet with a QR code on it etc, will all help.
Those are some of the multitude of imaginative ways, that Yarlington & Torus were looking to sign up significant numbers to make the digital option the one of choice, for the majority of customers. Yarlington have seen massive uptake for their self-service, in just the first six months. Inevitably, as more customers self-serve, back office staff mix and the jobs they do, will need to change. It is likely that they will be available to be involved with higher value work, where more empathy is needed, rather than mere repetitive transactional skills.
If you think I can help with your journey to better self-service, selection / comparison of solutions, dealing with your suppliers to help make your solution integrate well, as critical friend, or to review what you already have in place, please get in touch.
Related Post: Be a smooth operator, when your projects go live
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I would be pleased to connect with you on LinkedIn - http://uk.linkedin.com/in/tonysmiththathousingitguy Message me with any issues or queries, you would like to be explored in this blog. We generally receive a couple of suggestions each month.
Joanne Shaw Taylor - Diamonds In The Dirt.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
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