A massive leap forward for the Trust as our first major Enterprise-Level solution, fully developed-in house, went live with our Customer Hub in June. Known as the ‘Left Hand Side‘ (LHS) this new digital solution brings data together from other systems including customer data, property information and tenancy data. Staff will no longer need to access a multitude of different systems to get information needed to support our customers.
The ‘at a glance’ system, with a 360-degree view of the customer, ensures we can tailor our service to meet each customer need. The LHS shows forthcoming repairs appointments, outstanding repair details, programmed works, warranties, customer contact details, arrears or rent credits, outstanding gas service or electrical check, property information, current and former tenant information…. and the list goes on.
The LHS was built from scratch by our in-house digital solutions team, using an Agile development approach, starting with an outline project specification and developing User Stories to identify deliverables. The iterative, flexible approach involved engaged customers and colleague input throughout the design and delivery process.
If a customer needs to report a repair the hub staff will be guided through a series of questions to help them accurately diagnose and prioritise repairs. This means our trades staff will have the right information to ensure repairs can be fixed on the first visit more often. Hub staff can also see every action or contact made previously which means no matter who you get through to, they will have the full details of any previous conversations.
Andy Rafferty, Executive Director or Technology and Business Improvement said
"This is a significant step in the right direction as it means we now have the technology to support our Customer First approach. We put the customer at the heart of everything we do and can continue to develop the LHS system (in-house) setting our own timescales and priorities, adapting quickly to changing circumstances to support our customers’ needs".