Download - It is…
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