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Building Online Customer
Services
Jayne Hilditch
Corporate Services Director
Building Online Customer
Services

What has been done so far

What to… (take online)
How to…
What has been done so far?
In our Private Rented
Sector Business, its only
ever been “online”
Building online customer services in a Housing Association
The Social Housing
Business
Digital Exclusion…
An Additional Channel

make it so good, people choose to use it
Don‟t take other stuff away
Speed of change…?
100%

Online

50%

F2F
Phone

0%
2012

2013

2014

2015

2016
What to …(take online)
The Attention Economy
(or, the „wiifim‟ question)

Me
My Home
My
Neighbourhood

The Landlord
Transactional
• Rent account & payment details
• Repair reporting & status
• Common parts repair alerts
• Service charge calculations
• Tenancy & lease info
Transactional
•Embedded messaging
system (like ebay).

– Cultural change for working practices
Futurising
Prepare for customer service in public…
Feedback & Involvement
Building online customer services in a Housing Association
Building online customer services in a Housing Association
Feedback & Involvement
(Getting involved with TVH)
…and maybe the unusual suspects
• Feedback on contractor performance
• Consultation on policies
• Identifying priorities
• Extending reach of resident auditors
Community
Building online customer services in a Housing Association
Community
(Getting involved with each other)
• Using the tools that are already out there…
–
–
–
–

Facebook - links to existing social networks
Meetup - groups, eg baby-sitting circles, shed-days
Eventbrite – to organise events
Post-code news-feeds

• User generated content
How to …
Put it in the ICT Strategy
Two words about the
business case
exchanging ignorances
Agile Project Management

Agile trumps Prince2 for web projects
Think about the skills needed
Procurement Hurdles

Avoiding the car crash of agile development
v
procurement
Probably not with the big
guns…
Building online customer services in a Housing Association
Procurement Hurdles

MVP: fixed cost
Phase 2: time + materials
The last word…
Building online customer services in a Housing Association

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Building online customer services in a Housing Association