Futura Housing Associations

On the road to

digitize their service

The first steps to digitize ….

Housing Associations (HA) make the

first steps in digitizing their service

They are late in comparison with other

branches

Market incentives play a minor role

Direct Wonen, the commercial

counterpart closed last year all the

offices and went virtual

A beckoning perspective for HA

The challenge

Until recently a limited number of

services was digitized.

These were stand alone applications

These applications are sometimes

difficult to integrate

The challenge: evaluating and rethinking

the service concept

The service concept

The way systems, procedures and

processes are directed to deliver

services to the tenants.

Create the circumstances to deliver a

coherent package of services.

A clear vision on the provision of

services is required, two main themes:

- The core values of service;

- The cohesion and consistency of the

different channels to deliver the service

(click, call, face).

The core values of service

What can the tennant expect?

The HA wants to be:

- Trustworthy

- Concerned

- Decisive

- Accurate

The operationalisation of these values is

the core aspect of delivering services

Does this change with the introduction

of new channels, like internet

The channels

Internet Mobile device E-mail

Telephone

Counter, contact ‘on the street’, at home

Mail

Every service on each channel

A lot of effort for the employes

The risk of communication disorder

No univocal message

Optimizing the use of the channels

“Digital where possible, Personal where required”

Incentives for digitizing

More focus on efficiency

It saves money

Improving the services

The tennants ask for it

Choises have to be made

Vision

Strategy

Develop

Implement

Operational excellence HA Customer intimacy

Vision on digitizing

Internet is the primary channel, not the

only one

Optimizing phone and face-to-face

Restrict the use of traditional mail

Information is sent by e-mail

Tennant gets uniform information on

each channel

Phased implementation

From vision to implementation

Primary focus: add value for the tennant

Create a beckoning perspective

Develop a strategy for directing the use

of the channels, f.i. ask money for

thelephone calls

A strong connection between front- and

backoffice is needed

Digitizing asks for a redesign of

processes and / or a restructuring of the

organisation

From vision to implementation

Organize on the standard not on the

exceptions

Formulate targets for delivering of

services f.i. 80% of the questions must

be answered via internet

A database to meet the customers need

for information, is crucial

Digitizing is not synonomous with

improvement of quality

Digitizing:

evaluate the quality of service

Communication man2man man -

machine

Its less easy to correct a ‘false’

message

Focus on the ‘places’ where the value is

added

Measure the quality of service

Consumer

Provider

The road to digital service…..

…. is not straight forward