Our journey: Digital transformation and the customer ... · Our journey: Digital transformation and...

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Our journey: Digital transformation and the customer experience

Transcript of Our journey: Digital transformation and the customer ... · Our journey: Digital transformation and...

Page 1: Our journey: Digital transformation and the customer ... · Our journey: Digital transformation and the customer experience. One of the largest providers of affordable housing in

Our journey: Digital transformation and the customer experience

Page 2: Our journey: Digital transformation and the customer ... · Our journey: Digital transformation and the customer experience. One of the largest providers of affordable housing in

One of the largest providers of

affordable housing in the

Midlands

70,000 customers

Working across 54 local authority

areas

Own and maintain 33,000 homes

1,570 employees

Work to prevent homelessness

and provide high quality housing

options for older people

Page 3: Our journey: Digital transformation and the customer ... · Our journey: Digital transformation and the customer experience. One of the largest providers of affordable housing in

Our vision for a digital future

Communication

Channels

Customer

JourneySearch

for a home

Let

a home

Moving

in

Paying

my rent

Help &

advice

Report an

issue

Make other

payments

Making an

appointment

Giving

notice

Colleague

JourneyReview

applications

Let

a home

Customer

moves in

Answer

rent enquiry

Offer

help & advice

Report an

issue

Receive

payments

Attend an

appointment

Receive

notice

Connected

Services

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What challenges did we face?

Customer needs

Expertise Working practices

Mobilisation Legacy technology

Making the case

Integration

Page 5: Our journey: Digital transformation and the customer ... · Our journey: Digital transformation and the customer experience. One of the largest providers of affordable housing in

Finding a way forward

Process

Technology

Expertise

Customer

Current

suppliers

API

Investigation

Product

evaluation

Low code

evaluation

Collaborate

across

sectors

Learning

from

other

sectors

Establish a

customer

panel

Low code

procurement

Standardise

the

tech stack

Colleague

engagementAgile

Re-

organisationRecruitment TrainingCulture

Personal

development

Keeping the

culture alive

Community

digital

champions

Dev-ops

infrastructure

Backlog

prioritisationTesting

Customer

profiling

Security

testing

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Why Low Code?

• Flexible solution

• Enables faster delivery

• Design best practice embedded

• Hosting included

• Easy API integration

• Extensible support

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The software solution

Housing

Management

(Third party)

Restful API’s

Micro Service

Restful API’s

(C#)

Customer App

(Low code)

Colleague App

(Low Code)

Customer Web

(Low code)

Contact

Management

(Low Code)

Scheduling

(Third Party)

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The infrastructure solution

Housing

Management

(Third party)

Restful API’s

Micro Service

Restful API’s

(C#)

Customer App

(Low code)

Colleague App

(Low Code)Customer Web

(Low code)

Contact

Management

(Low Code)

Scheduling

(Third Party)

WAN

LAN

Cloud hosting

WiFi

Unified comms

Mobile

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Product Roadmap

August

2018

Start

October

2018

Micros Services

‘Initial’

Release

January

2019

Customer App

‘Rent’

Release

April

2019

Contact

Management

Release

April

2019

Colleague App

‘Landlord’

Release

August

2019

Customer App

‘Lettings’

Release

March

2020

Customer App

‘Fire Safety’

Release

Development

Launch

Soft Launch Hard Launch

Pilot Group

January 19Rent Statements

May 19

Social Media

March 19

Web Banner

April 19

Contact Centre

Conversion

2021

March

2021

Customer App

‘Repairs’

Release

Field Operative

Promotion

2021

February 19: 220 Customers Approached, 254 Downloads, 185 Registrations (84%) , 166 Repeat Users (89%)

Page 10: Our journey: Digital transformation and the customer ... · Our journey: Digital transformation and the customer experience. One of the largest providers of affordable housing in

Lessons

Not all

developers

want low

code

Agile

experience

helps

Low code

does not

equal low

cost

Don’t start

engagement

too early

Start

infrastructure

changes

early

Developer

experience

required

Page 11: Our journey: Digital transformation and the customer ... · Our journey: Digital transformation and the customer experience. One of the largest providers of affordable housing in