Developing An IT Strategy Meet Your Needs and

Developing An IT Strategy Meet Your Needs and

Developing An IT Strategy Meet Your Needs and Resour Empowering people deliver social value Empowering people to to deliver social value About us Specialist housing ICT & finance consultants Lessons learned to create bespoke solutions

Expertise from inside and outside sector Empowering people deliver social value Empowering people to to deliver social value Housing Associations have a greater impact on our communities and the stability of the next generation than almost any other type of organisation

Empowering people deliver social value Empowering people to to deliver social value Technology is having a greater impact on the way Housing Associations supply their services then ever before Anytime Anywhere Empowering people

deliver social value Empowering people to to deliver social value "Every sector is built around longstanding, often implicit beliefs as to how to operate. They are often considered inviolable - until someone comes along to violate them. Almost always, it's an attacker from outside the sector." McKinsey Consultants Empowering people deliver

social value Empowering people to to deliver social value What the customer wants Empowering people deliver social value Empowering people to to deliver social

value The Age of Technology Empowering people deliver social value Empowering people to to deliver social value The Tesla Factor 2,500 cars

4.9m cars 84K cars 6.7m cars Empowering people deliver social value Empowering people to to deliver social

value Empowering people deliver social value Empowering people to to deliver social value Voice Estimated 8m units sold in 1st 2 years 100% CAGR Number of Alexa Skills Jan 16

130 Aug 17 2,000 Jan 17 7,053 Dec 17 25,000 Empowering people deliver social value Empowering people to to deliver social value New ways of working X Server hardware X Server software

Services over fast, resilient broadband Do Management Want To: X Own It X Run It Make Best Use Of It Stay completely focused on your business Empowering people deliver social value Empowering people to to deliver social value The 3C Model

Empowering people deliver social value Empowering people to to deliver social value Software Sector Transformation Empowering people deliver social value

Empowering people to to deliver social value What does good look like? Accelerating shift to digital services Transformation of working practices Enabling new customer service strategy Enhancing stakeholder engagement Empowering people deliver social value Empowering people to

to deliver social value Doing more with less Combined cost of phone and reception based communication was 72,762 in 2014 Empowering people deliver social value Empowering people to to deliver social value

What Is The Potential? This level of unexplained variation must be due to differences in operating efficiency We will be reinforcing our focus on VfM regulation and will increasingly be challenging Empowering people deliver social value

providers Empowering people to to deliver social value potlight on Governance Requests for Governance Audits Empowering people deliver social value Empowering people to to deliver

social value Spotlight on governance Cash Audit Need to be able to collect 3x as much without it costing more IDAs and HCA audits Empowering people deliver social

value Empowering people to to deliver social value Data Is The New Oil Empowering people deliver social value Empowering people to to deliver social

value Barriers to excellence Systems integration Manual processes Digital exclusion We need cars, not faster horses David Orr - CEO of NHF (February 2016) Empowering people deliver social value Empowering people to

to deliver social value Culture eats technology for breakfast Most common reason digital transformation fails is the failure to address cultural adoption In almost half of all cases of failure, cultural change at Executive level was given as the primary reason. A Gartner report on executive best practice has stated that they should allocate their time as follows: 66% Operational 20% Improvement activities 14% Innovating Empowering people

deliver social value Empowering people to to deliver social value My Home - True self-service Majority transact online Portal fully integrates Key Tenant Programme Empowering people deliver social value

Empowering people to to deliver social value Gold Platinum Activate My Home Account Signed up for Paper Free Rent paid by standing order or direct debit Kept any repair appointments

Activate My Home Account Signed up for Paper Free Rent paid by standing order or direct debit Kept any repair appointments Rent account up to date No other tenancy breaches TIG Web Member Empowering people deliver

social value Empowering people to to deliver social value 33% of tenants are now Gold or Platinum 58% of all transactions are now online 100% repairs through My Home Workforce automation Figures from January 1018 Empowering people deliver social

value Empowering people to to deliver social value My Home running costs per tenant = 7 stamps Customisation relatively cheap SDM selling module It will integrate with almost any software Elha Further pioneering developments expected Empowering people deliver social value

Empowering people to to deliver social value Affordability Elhas Total Budget to create My Home 60,000 Empowering people deliver social value Empowering people to

to deliver social value Successful IT Strategy 3 common characteristics Customer centric Know your customers and have a close and dynamic relationship with them Data-led insight Use data driven intelligence to improve both efficiency and service Leadership

Champion digital services whilst having power and ability to achieve cultural change Empowering people deliver social value Empowering people to to deliver social value

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