It is…

Delivering services on the range of digital channels that the public now consumes, from apps and tablets to mobile optimised websites, as well as managing integration across all of these as well as the website - is time consuming and complex. However multi-channel delivery is key to driving channel shift, widening customer access, driving down transaction costs and improving working practices.

This session will work through the range of benefits multi-channel delivery can bring and will show that there is a way to deliver relevant services across the growing number of channels and devices that the public use without breaking the bank or needing a range of technical experts.

It is…

Multi Channel Service Delivery In A Digitally Diverse World

Customer Service Transformation for Housing Associations

18th September 2013 - London

It is…QUICK INTRODUCTION

• One of the original e-Government National Projects - 10 years old

• Owned by Kirklees Council & only available for public sector bodies

• Original remit to investigate TV as a channel of digital inclusion

• Now publish partner content & transactional services across Sky, Virgin, mobile web, a range of apps, games consoles

• 120+ local authority, health & housing partners (approx 40 housing associations)

• Collective approach to technical development

It is…SOLUTION & INNOVATION

Telecare solutions

Service Specific App Development

Multi-channel Integration: Free School Meals, Credit Unions, Choice BasedLettings, Universal Jobmatch et al

Housing solutions

It is…MULTI CHANNEL BRITAIN

FROM IPSOS MORI – Q3 - 2013

SMART TV: 12% of homes

INTERACTIVE TV: 56% of homes

55% of UK adults own a smartphone

72% of homes have broadband

46% of adults accessing web via mobile

30% of homes have a tablet

46% of adults used Facebook in last 3 months

Still millions offline91% of the population has a mobile phone

It is…MULTI CHANNEL BRITAIN

FROM IPSOS MORI – Q3 - 2013

It is…MULTI CHANNEL BRITAIN

FROM IPSOS MORI – Q3 - 2013

It is…MULTI CHANNEL BRITAIN

FROM IPSOS MORI – Q3 - 2013

It is…RESEARCH – SOCIAL HOUSING

The Digital Research Network: 7th Annual Symposium

Digital Experts from OFCOM, Oxford Internet Institute, Sheffield University, LSE, Tinder Foundation et al

• Found that Social Housing clients are more likely to be digitally excluded than the general population in a number of ways; including access to both broadband and equipment

• Key differences between older and younger social housing tenants, with younger people being more likely to have some access than older

• Some online behaviour was more common with this group – such as accessing national and local government sites than the national population

• Also noted that in the younger group with access, a greater proportion only had access via a mobile device than the national norm.

CONCLUSION: That Social Housing tenants do have distinctly different patterns of use and attitudes to digital media use than the national norm, and that this needed further exploration.

http://social-digitalresearch.ning.com

It is…MULTI CHANNEL BRITAIN

It is…SMARTPHONE TESTING SUITE

It is…LOOKING LOCAL’S SIMPLICITY

ENABLING CHANNEL SHIFT

DECREASING TRANSACTION COSTS

REDUCING CAPITAL INVESTMENT

ALLOWING SYSTEMS INTEGRATION

REMOVING TECHNICAL DEVELOPMENT & SOFTWARE MANAGEMENT REQUIREMENTS

MOBILE WORKING APPLICATIONS

WIDENING ACCESS

FUTURE PROOFING TECHNOLOGY

It is…LOOKING LOCAL SOLUTION

Games Consoles

Sky & Virgin

iOS & Android Apps

Facebook Mobile web

It is…SERVICES & NATIONAL PARTNERS

INTEGRATED, TRANSACTIONAL LOCAL SERVICES

HOUSING REPAIRS

CONSULTATIONS

FORMS

REQUEST SERVICES

PAYMENTS

ACCOUNT MANAGEMENT

ESTATE ISSUES

NEWS & EVENTS

My Landlord - Bronze

‘My Landlord’ is a dedicated housing repairs app with a range of other features and capabilities

Offers tenants the ability to detail the repair required, add in a photo, their availability and geo-locate external issues on a map

Available on iOS and Android for smartphones & tablets: Easy to use and free to download

Management portal allows repair handling and features integration facilities

The management portal also offers push messaging for tenant communication and reminders

‘My Landlord’ is managed and maintained by Looking Local

My Landlord

‘My Landlord’ has been designed in partnership with housing associations across the UK

My Landlord - SilverMy Landlord - Bespoke

‘My Landlord’ launcher icon on device home screen with your organisation name

Partner logo on splash screen Partner ‘My Landlord’ Home Page

My Landlord – Bespoke with Branding

Your own personalised launcher icon on device home screen with your organisation name

Branded splash screen Bespoke ‘My Landlord’ Home Page

My Landlord App: Management Portal

My Landlord Management Portal – Tenant Communication

A simple intuitive web portal allowing repairs management and communication

Email notification when reports are submitted

Individual report tracking capabilities

When a report is received it shows images, detail of the issue, availability, tenant details and comments

Communication is enabled within the portal and can be seen in one view

Responses are highlighted to the tenant as numbers on the My Landlord launcher icon on the device home screen (like when you receive a text)

Export and integration capabilities

My Landlord App: Management Portal

My Landlord Management Portal – Analysis & Report Management

The ‘My Landlord’ management portal compiles all reports and usage

Ability to filter and manage data to understand workflow/workload and trends

Ability to assign a status to reports

Integration capabilities

Comprehensive solution: "My Landlord is an actual communications platform rather than an email that has to be managed.”

Happy customers & customer service teams: “It is as much about the reporting capability as the customer experience."

Issue Tracking: "For the operative My Landlord is fantastic as not only does it have a picture, the detail and the tenant’s availability, but it allows us to see every single comment the reporter said and exactly what the operative said back; there is no confusion.”

High level of reporting aiding scrutiny: "My Landlord gives us a sense of maturity in terms of reporting to the board.”

My Landlord – Headlines

Since deploying My Landlord in Summer 2011 Amicus Horizon Housing Group has realised a variety of benefits:

Reducing the per transaction cost: A reduction of up to 80% in transaction costs

Future proofed technology: "The added ROI on My Landlord is that it is future proofed, so we don't have to worry about taking it forward or supporting it, Looking Local does that.”

Resident engagement: "Looking Local gives us true resident engagement. We've started a dialogue and that's where we want to be.”

PLUS: Encouraging channel shift Aiding mobile workingQuick set up & good vendor support Easy to use interface; intuitive to useNo capital investment, no running

costs

Click here to read the full Amicus Horizon Business Case

My Landlord – Reported Benefits

It is…MULTI CHANNEL BRITAIN

FROM IPSOS MORI – Q3 - 2013

SMART TV: 12% of homes

INTERACTIVE TV: 56% of homes

55% of UK adults own a smartphone

72% of homes have broadband

46% of adults accessing web via mobile

30% of homes have a tablet

46% of adults used Facebook in last 3 months

Still millions offline91% of the population has a mobile phone

It is…MULTI CHANNEL BRITAIN – GOING FORWARD

It is…DISCUSSION & QUESTIONS

DO YOU KNOW YOUR TENANTS DIGITAL PREFERENCES?

DO YOU HAVE THE EXPERTISE TO MANAGE MULTIPLE CHANNELS?

TRANSACTION COSTS

HOW DO YOU PROMOTE YOUR WEBSITE/DIGITAL CHANNELS?INTERNALLY & EXTERNALLY

LOCAL DIGITAL INITIATIVES MAKING A DIFFERENCE – DIGITAL AWARENESSSESSIONS

IDEAS AROUND UNIVERSAL CREDIT: PIGGYBACKING ON ‘DIGITAL BY DEFAULT’ & SUPPORTING UC TENANTS