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Lance Carden Director, Customer Service & Business Improvement
NSW Family and Community ServicesHousing Connect Program
“Digital? ……..….They’ll never use it!”
Our Drivers for Change
Scale• Over 120,000 managed tenancies; 80,000 paper applications assessed each year; 6 million
visits to housing offices annually, 3 million letters sent by post
Manual Handling • Heavy reliance on paper forms, manual data entry
Limited Channel Choice• Most services available only via local offices, with limited alternate channels and reliance on
paperwork
Clients embracing an evolving digital world • FACS clients embracing electronic services more and more, and expecting digital services
from us also• 55% of clients access internet daily at home >70% would choose a digital option if available
Housing Connect Program
Digital Smart Forms
eLetters
Digital Literacy
Social Media & Info Videos
Web Chat
Mobile Solution for Field Work
Customer Mobile Apps
Forms by Phone Service
Self Serve Kiosks
SMS Communications
Self Service Portal Online
Free WiFi ServiceNSW MyAccount
ePay
eRepair
Telephony Integration
Our Vision
“…Our vision is a simple client experience, where
modern technology and straightforward processes
empower staff to deliver great client service and
enable clients to choose how they interact with us
and manage their own information”
Clear Objectives
• Improve access for all clients, especially those in rural areas or with mobility challenges
• Empowering clients to manage their own information
• Giving clients choice in what channels are available to access our services
• Delivering high quality technology solutions, fit for purpose for our clients through co-design
Focusing on Co-design
Client Reference Group• Representatives from Service Providers, Peaks and community groups contribute to design
elements and usability
User Experience - Research / Concept stage• Helping to decide if this is wanted or needed by clients
User Experience - In Design• Ensuring what we design works as it’s expected
User Experience - Testing• Determining if the final product is fit for purpose
User Experience - Feedback Survey• Continually seeking feedback on the services we deliver
Co-design of screens
Co-design of screens
9
Maximising the Online Form Tech
Maximising the Online Form Tech
Maximising the Online Form Tech
MyHousing Online Services
Front Office Technology
“IVY”- Field work mobile solution
Digital… they are using it
35,000 online forms submitted so far
11,000 registrations for online services with over 150,000 account enquiries to date
Over 1 million ePay transactions every year
40,000 eRepair requests made annually
Over 5,000 clients have used the self service kiosks or accessed the free WiFi in just 2 locations
35% of letters delivered by email (first month of go live)
85,000 registered mobile numbers and 40% of all clients have a registered email address
5,000 feedback surveys received across all of our online services
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