Embracing Digital ServicesAdrian Barber

Director of Homes and Neighbourhoods

RCT Homes Group

• Stock transfer in 2007

• c.11,500 homes

• c.500 staff, including an in house repairs service

• 100% Welsh Housing Quality Standard compliant (Decent Homes)

• Investing in new technology to assist the modernisation of service delivery and increased efficiency

Digitalisationexamples

Mobile Working

Resource Planning

Business InsightIntranet

Case Management

Mobile Working – Cached Data

Location Information

Search for Locations or People

Available Electronic Forms

Mobile Working – Information at Your Fingertips

All the information staff need about a customer and their home without coming into

the office

Safety and Compliance issues highlighted

Changed Behaviours

0100200300400500600700800

June July August Sept

File note

File notes

Total

Form Month

Count of Form

Over 400 Neighbourhood Manager work requests since

June 2015

1,697 ‘Contact’ file notes since go live!

Case Management SoftwareConfigurable Person and Property Profile pages

(in development)

Custom Data widgets display vital information relevant to the user or module type

Trends

Risk ratingEngagement

SatisfactionPeer

comparisons

Case history

Support needs

Customer’s Picture

Case Overview Page(In development)

Real time performance

Quality Control and Audits

At a glance case notes

Case status and progress

Dealing with Anti-Social Behaviour

.

Personalised ‘Dashboards’ with real time

performance and task prompts

Real time collaboration made easy

Hotspotting

Used to highlight our ASB hotspots. Red shows the

highest density of incidents through to Purple showing

lowest

Segmentation: Internet Access

% of properties with internet access (colour code)

How many properties per estate

(size of the circle)

Net Promoter Score - How does it work?“How likely is it that you would recommend RCT Homes to a friend or colleague”

ScoresUpper quartile 37Median 27Lower quartile 14

Example Companies ScoresAmazon 69Scottish & Southern -19npower -55Sky (internet) 14Virgin media 13Saga insurance 14First Direct bank 61Tesco mobile 47

13

Customer Feedback

Resource Planning Lifecycle

Forecasting

PlanningImplementation

Review

Forecasts Based on Historical TrendsVolumes ADJ Volumes ADJ Volumes ADJ Volumes ADJ

Task Jan +/- Feb +/- Mar +/- Apr +/- May +/-P1 25 -75% 600 200% 300 200 -50% 1000 100%P2 100 200 100 100 100P3 100 200 100 100 100P4 100 200 100 300 100P5 100 200 100 300 100P6 100 600 200% 300 300 400 300%P7 100 200 300 300 150P8 100 200 300 300 200P9 100 200 300 300 200P10 100 200 300 300 300

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov DecContact Centre Resource Variance +/- 0.45 -0.30 0.38 0.00 -2.34 -0.19 -0.14 -2.51 0.19 0.76 0.75 0.55Buisness Support Resource Variance +/- 0.03 -0.19 0.04 -0.01 0.01 0.04 0.04 -0.06 0.04 0.04 0.03 -0.04Voids and Lettings Resource Variance +/- 0.11 -0.11 0.11 -0.35 -0.83 0.07 0.08 -0.01 0.07 0.06 0.07 0.01ASB Resource Variance +/- 1.67 1.42 0.56 1.22 1.04 1.57 1.52 0.83 1.32 -0.95 1.57 1.52Complaints Resource Variance +/- 0.24 -0.16 -1.87 -0.55 -0.48 0.15 0.16 -0.75 -0.36 0.15 0.14 0.05

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov DecOverall Resource Variance +/- 2.49 0.67 -0.78 0.31 -2.60 1.64 1.66 -2.50 1.27 0.05 2.55 2.10

Volumes 475 1400 2275 1400 2950 1000 1050 2150 1200 2510 500 550FTE Requirement 0.91 2.83 4.28 3.19 6.10 1.86 1.84 6.00 2.23 3.45 0.95 1.40Headcount Position 3.40 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50

-3

-2

-1

0

1

2

3

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Overall

Time SlotCalls

ForecastedCalls

OfferedVariance to

ForecastCalls

AbandonedCalls Handled

in SVLForecasted

StaffNet Staff +/-

15 Min SVL

Running SVL Notes

08:30 15 16 7% 2 14 8 7 -1 87.5% 87.5% 1 Staff called in sick08:45 17 21 24% 0 20 8 7 -1 95.2% 91.9%09:00 20 20 0% 1 17 9 9 0 85.0% 89.5%09:15 18 20 11% 5 15 8 8 0 75.0% 85.7%09:30 25 22 -12% 0 22 7 7 0 100.0% 88.9%09:45 30 28 -7% 2 26 7 7 0 92.9% 89.8%10:00 28 28 0% 0 28 8 6 -2 100.0% 91.6% 2 Staff Allowed to have 121's10:15 27 25 -7% 5 20 8 6 -2 80.0% 90.0% 2 Staff Allowed to have 121's10:30 15 18 20% 0 17 8 6 -2 94.4% 90.4% 2 Staff Allowed to have 121's10:45 15 16 7% 0 14 8 6 -2 87.5% 90.2% 2 Staff Allowed to have 121's11:00 19 19 0% 0 18 10 6 -4 94.7% 90.6% 4 Staff Realsed to support project11:15 20 25 25% 0 22 10 6 -4 88.0% 90.3% 4 Staff Realsed to support project11:30 24 29 21% 5 18 10 6 -4 62.1% 87.5% 4 Staff Realsed to support project11:45 22 28 27% 3 18 10 6 -4 64.3% 85.4% 4 Staff Realsed to support project12:00 20 24 20% 3 19 10 6 -4 79.2% 85.0% Calls have been running 20+% over forecast - Pulling Project12:15 32 39 22% 3 36 10 10 0 92.3% 85.7% 4 staff back on the phones12:30 30 35 17% 0 34 10 10 0 97.1% 86.7%12:45 35 41 17% 2 38 10 10 0 92.7% 87.2%13:00 37 43 16% 0 43 10 10 0 100.0% 88.3%13:15 35 42 20% 0 42 10 10 0 100.0% 89.2%13:30 41 48 17% 0 48 10 10 0 100.0% 90.1%13:45 3814:00 3414:15 3214:30 2214:45 2515:00 2215:15 2115:30 1815:45 1616:00 12

Workloads forecast based on historical trends

Daily planning to manage workloads throughout the day

Analysis and trend data automatically produced

May need to recruit

staff…

Training to cover seasonal trends…?

Influence the business

Latest news

Ideas sharingEssential compliance

Who’s Who and Skills Sharing

Collaboration

Personalisation

The Future…?

Future Services

Recruitment by Video

Video Surveys

Live Chat Customer

Service

Customer Estate

Inspections

Virtual property

ToursDigital Rent and Service Statements

Online service tracking

Internet of Things

Keyless door entry

Wearable health

monitoring

Questions

?