or LinkedIn here https://uk.linkedin.com/in/tonysmiththathousingitguy
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When we spend on ICT do our customers, tenants in social housing see the benefit? I was asked this just last week. So I pondered, what should your tenant, Mr Kite, in Flat b, 23 Railway Cuttings, be experiencing from you?
Bear in mind I encounter lots of tenant/leaseholder issues via DM’s on Twitter. These are very revealing and in many occasions reveal good/less good systems, other times maybe just sloppy culture/management.
For sure, many organisations get hung up on the tech, when its outcomes in the customer experience, that we would better be focused on, as that leads to better service and far better use of our finance & other resources.
After some rumination, here’s ten metrics I would suggest are a good yardstick of how good your ICT is performing for residents in 2022. This list might well identify some of the gaps in your ICT or areas that might well need a revisit.
Nothing below I would feel is particularly ‘blue sky’, in my opinion, as all of this has been easily possible when managed well, for the last 2-5 years. We are not talking self-driving repair vans here, or jet-pack equipped emergency plumbers. If you have implemented any of those, I would be very interested. Also, feel free to DM me if you score a full ten out of ten on this rough set of varied measures!
Just for a bit of fun, try asking these three groups and see if answers collaborate. Your ICT manager, your ream managers, lastly your tenant panel. I guarantee, you will most likely see some variance 😉
1-Do they might see tablets not notepads (or maybe notepads resting on tablets?). Even customers in mobile signal not-spots, so cleverer than pure reliance on the doorstep, of proper apps, not just dumb browser delivered applications.
2-Are they seeing repairs diagnosed and completed effectively, within target, when they can be in, to let them smoothly take place?
3-Are they seeing IOT (Internet Of Things) in their homes, helping to protect them and our assets?
4-Are we offering self-service which gives them a few clicks access to Gas Safety certificates and FRAs, as well as providing fast access to over 80% of the possible (high footfall), services needed from their landlord?
5-Do tenants see more of a well informed/data supported housing officer or scheme based staff, as our tech has freed them from repetitive admin that has been intelligently automated
6-Are residents that need more of our attention, getting it and is it better targeted?
7-Are we learning more about our residents, turning data into information and that into useful insights, to drive up satisfaction levels, service and efficient management, within available budgets
8-Do we have more streamlined processes, minimised hand offs/hand overs, much improved integrations, or hardly any and more consolidated systems, that residents notice are smoother for them, than maybe five or more years ago?
9-Well trained, supported and equipped staff, with our technology guiding them, but capable of using their own experience and judgment to solve customer issues creatively. EG instead of being forced to wade through 12 ASB steps, when at step 4, a good staff member can satisfy complainant with the right intervention and a bunch of flowers.
10-When we report, are we focused on planning ahead and minimising exceptions, or just obsessed with looking at last month or last quarters data snapshot, for our legislative or peer KPIs?
Are our reporting mechanisms capable of allowing us to see our organisation, from the viewpoint of tenants and customers, in their shoes
Do let me know your feelings via DM or comments 😉
Related Post: How long can you carry on with an old Housing Management System?
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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.
The Beatles - Being For The Benefit Of Mr. Kite!.
(c) Tony Smith, Acutance Consulting www.acutanceconsulting.co.uk 07854-655009
Access a quick list of our Social Housing ICT blog posts here
Could we help you or your organisation? Our contact details are here , get in touch we will be pleased to chat about your problems and help with your organisation issues.
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