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This week I have felt that I have truly done the length and breadth of the UK, working onsite with four different Social Housing clients, in England and Scotland. They were all pretty diverse and apart from one, which offered very specialist housing to residents with diverse mental health needs, has I guess, a similar demographic of their customers.
At each this week I was involved in a conversation about self-service, channel shift (Oooo, that phrase does make me cringe!), Omnichannel (that makes me feel much more customer focused) and what services to offer in web/app self-service. Strangely too, all conversations involved reference to how vulnerable/open to self-service residents might be.
Increasingly in some circles, self-service in 2019 sounds like it should be ‘done and dusted’ and a no brainer, for all organisations to introduce. This I find is far from the truth and many organisations clearly need help, direction and to see how others have gone about it successfully. So I am pleased that there will be another ‘Digital Self-Service Conference’ this year, Oct 9th in Oxford.
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| Click here to register with TONY05 discount |
Last year’s was really useful, not just that some excellent case studies were showcased, but also that there was much valuable interaction between attendees. In a sector where others have had successes, made gains from learning as they go, and many strategies can be used to achieve great outcomes, it was super to see it all in one place for a change. I will be there this year and if you use the code TONY05 at the checkout, you can grab an additional discount.
Still, getting back to my discussions this week, some of it centred on ‘vulnerability’. Followers on Twitter might have spotted me engaging with a few threads where a number of SocialHousing residents had quite rightly criticised often overly paternal processes from some landlords.
The sector can get hung up on thinking that services and interaction should concentrate on the low percentage of residents who truly may meet that description. Danger is, assumptions that every resident may be regarded/treated that way, which is not reality.
Digital services for example, absolutely must always be designed around the bulk of residents, not the minority. A reality is that the digital way is not for all. I am digitally inclined, but occasionally I voluntarily choose not to self-serve. These are common and volume transactions, the low hanging fruit so to speak. Providing these digitally by app or response website, frees up staff & resource to provide better services and/or support to the 10% or less of residents who genuinely need it. That way we manage convenience for the many and can properly resource the more intensive areas, face to face, providing much better service for all types of residents.
This years’ Digital Self-Service In Housing Conference is at the The Jurys Inn Oxford, Wed 9th October 2019. Early bird registration from just £150, be sure to grab some extra discount with the code ‘TONY05’. I am pleased to give it a plug as its organised to be non-profit making, with any surplus going to housing charities.
Do let me know if you are going, no-doubt I will be live tweeting throughout the event. I look forward to seeing you there!
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Dodgy – Making The Most Of It.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
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