1. Delivering Improved Services Through Mobile Working Geoff Kirk Service Director Business Systemsdelivering promises, improving lives

2. ICT Strategy 2011 - 2015 1.Improve online services (Channel Switch).2.Improve reporting and analysis (Business Intelligence). 3.Ensure frontline services can access the right information, when and where it is needed (CRM & Mobile/Flexible Working). 4.Help tenants and employees to get online (Digital Inclusion).delivering promises, improving lives 3. Legacy mobile solutions Repairs: Capita OpenMobile solution enhanced to support Systems Thinking. Surveyors: 1st Touch integrated with Capita IBS through a screen-scraper. Laptops with 3G and Citrix for various visiting teams. Trialled Windows tablets with Capita IBS via Citrix for Debt and Estate teams.delivering promises, improving lives 4. Mobile/Flexible Working Project Widespread demand for more and better mobile working. Movement towards more flexible and generic roles. Legacy mobile systems unsuitable for further development. Need for a single enterprise wide solution. TotalMobile procured through Capita following GPS procurement.delivering promises, improving lives 5. Benefits of the Project Deliver services to customers where and when needed. Increase the range of requests that can be responded to in the field. Increase the proportion of customer-facing time. Reduce the need to travel simply to access or record information. Remove duplication of data entry. Remove insecure paper records from the field. Opportunity to consolidate office accommodation. delivering promises, improving lives 6. Our Full Mobile Working Solution Working with Capita to design, build then implement solutions for each service area in turn. Samsung 7, 10 tablets and smartphones bought through eAuction. Roll out of VDI and iGel thin clients. Wireless WAN to be installed across our corporate estate. Re-design of office space to create mobile hubs.delivering promises, improving lives 7. Responding to Welfare Reform So far Arrears have not increased but Debt Team workload has risen significantly. Voids have increased 25%, but with the right processes turnaround times have not. Key is to free up frontline capacity to support struggling tenants. TotalMobile is already playing a crucial role in enabling this. delivering promises, improving lives 8. Progress to Date Neighbourhoods and Allocations modules initially delivered on TM3.5 on Windows 7 tablets. Debt Management module delivered on TM5 on Samsung (Android) tablets with immediate business benefits. Migrated Allocations to TM5 and Android. Neighbourhoods migration underway. Gas & Electrical, Repairs and Maintenance solutions currently being developed. delivering promises, improving lives 9. Debt Officer Testimonydelivering promises, improving lives 10. What Have We Learnt Devices Use the right device for the right job. Rugged devices are not necessarily longer lasting. Reliable and quick connectivity is a significant issue. Consumer mobile platforms have left enterprise platforms (and devices) way behind.delivering promises, improving lives 11. What Have We Learnt Systems Back office systems are not fit for purpose in the field need to tailor how data is presented and recorded. No off the peg mobile solution available that covers all aspects of our business. Integration with legacy systems remains a key challenge. Back office systems still the only real option for some employee tasks.delivering promises, improving lives 12. What Have We Learnt People Need a lot of support resources floor walkers. Expectations of the business, the manager and the employee need to be aligned. Some very traditional practices still in place that have to be managed. Some individuals will probably never take to it. But others will feel unleashed.delivering promises, improving lives 13. What Have We Learnt Facilities Unless all aspects of a role are truly field based, still need to provide fit-for-purpose office accommodation. Just rebadging existing desks as hotdesks is not enough. Need to re-design office accommodation around the needs of frontline hot-deskers. Creates opportunities for office rationalisation.delivering promises, improving lives 14. Benefits So Far 40% increase in Debt Officer productive time. Arrears maintained within pre-Welfare Reform target of 3% of debit. Elimination of paper from Arrears and Allocations processes. Maintenance of sub-20 day Void turnaround times despite 25% increase in terminations. Improved holistic customer service by field operatives (still evolving). delivering promises, improving lives 15. Development Pipeline Gas and Electrical Servicing Technical Operatives Technical Team Leaders Community Support RepairsAll areas to be brought on line during 2014!delivering promises, improving lives