It is…

CHANGE BEHAVIOUR; BE DIGITAL, BE SMART

Customer Service Transformation for Housing Associations

20th February 2014 - Leeds

It is…QUICK INTRODUCTION

• One of the original e-Government National Projects - 10 years old

• Owned by Kirklees Council & only available for public sector bodies

• Original remit to investigate TV as a channel of digital inclusion

• Now publish partner content & transactional services across Sky, Virgin, mobile web, a range of apps, games consoles

• 120+ local authority, health & housing partners (approx 40 housing associations)

• Collective approach to technical development

It is…MULTI CHANNEL BRITAIN

FROM IPSOS MORI – Q4 - 2013

SMART TV: 12% of homes

INTERACTIVE TV: 57% of homes

59% of UK adults own a smartphone

72% of homes have broadband

55% of adults accessing web via mobile

30% of homes have a tablet

50% of adults used Facebook in last 3 months

Still 7.4 million People offline

91% of the population has a mobile phone

Average household in UK has three devices that can connect to the Internet

38% of homes have a games console

It is…REACH

- 10 million homes with Sky,- 5 million with Virgin Media

It is…MULTI CHANNEL BRITAIN

It is…MULTI CHANNEL BRITAIN

It is…MULTI CHANNEL BRITAIN

It is…SMARTPHONE TESTING SUITE

It is…LOOKING LOCAL’S SIMPLICITY

ENABLING CHANNEL SHIFT

DECREASING TRANSACTION COSTS

REDUCING CAPITAL INVESTMENT

ALLOWING SYSTEMS INTEGRATION

REMOVING TECHNICAL DEVELOPMENT & SOFTWARE MANAGEMENT REQUIREMENTS

MOBILE WORKING APPLICATIONS

WIDENING ACCESS

FUTURE PROOFING TECHNOLOGY

It is…LOOKING LOCAL SOLUTION

Games Consoles

Sky & Virgin

iOS & Android Apps

Facebook Mobile web

It is…SERVICES & NATIONAL PARTNERS

INTEGRATED, TRANSACTIONAL LOCAL SERVICES

HOUSING REPAIRS

CONSULTATIONS

FORMS

REQUEST SERVICES

PAYMENTS

ACCOUNT MANAGEMENT

ESTATE ISSUES

NEWS & EVENTS

My Landlord - Bronze

‘My Landlord’ is a dedicated housing repairs app with a range of features and capabilities

The in-built housing repair system enables tenants to detail the repair required, add in a photo, their availability and geo-locate external issues on a map

Flexible technical design allows partners to link to mobile optmised services on their websites (e.g. payment modules), plus trusted third-party sites, as well as content and services from the Looking Local CMS

My Landlord provides access to content and tools from national partners including Universal Jobmatch, Universal Credit from the DWP, The Money Advice Service & NHS Choices/NHS Scotland

A dedicated management portal allows repair handling, integration with other systems and push messaging for tenant communication and reminders (plus detailed logs & analytics)

Available on iOS and Android for smartphones & tablets, My Landlord is easy to use and free to download

‘My Landlord’ is managed and maintained by Looking Local

My Landlord

‘My Landlord’ has been designed in partnership with housing associations across the UK

My Landlord App – Housing Repairs

- The in-built housing repairs feature allows reports to be sent in with an image, detail, the tenants availability as well as any comments. Communication is then undertaken within the app – no other channel is required

- All reports can be handled within the management portal - Integration opportunities with existing repairs systems

It is…‘MY LANDLORD’

My Landlord App: Management Portal

My Landlord Management Portal – Tenant Communication

A simple intuitive web portal allowing repairs management and communication

Email notification when reports are submitted

Individual report tracking capabilities

When a report is received it shows images, detail of the issue, availability, tenant details and comments

Communication is enabled within the portal and can be seen in one view

Responses are highlighted to the tenant as numbers on the My Landlord launcher icon on the device home screen (like when you receive a text)

Export and integration capabilities

My Landlord App – Push Messaging

Push Message when phone off

Push Message when phone in use

Push messaging is managed via the My Landlord portal

Every message appear in full on the home screen – or as a received message which needs to be viewed /cleared if the phone is in use

Valuable for questions, appointment reminders, updates

Gives feedback and rating capability following the repair

By ensuring availability & having a quicker conversation, repair scheduling can be better managed

My Landlord App – Mobile Web Links

- Mobile optimised services and content can be directly linked from a partner’s website into My Landlord: here Amicus Horizon have linked to their payments module provided by AllPay from their website

- All responses are delivered straight into back-end systems for handling- As more mobile optimised content & services become available they can be added to My

Landlord

My Landlord App – Mobile Web Links

Linking to mobile optmised content/services from trusted third-party websites is also encouraged, allowing a wider set of services to be delivered by the app:- Facebook & Twitter: keeping your tenants up to date with your news & information - National housing services: e.g. Shelter, advice from .GOV.UK or your local authority partner- Services offered by suppliers: e.g.: CBL, payments

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- Looking Local is in a unique position to work with a range of national public sector partners due to our public sector ownership and remit

- These relationships are ongoing and content & services will continue to be added to My Landlord and our other channels

- The content and services are complementary, relevant, up-to-date and useful

My Landlord App – National Partners

Blank SlideMy Landlord – Branding

My Landlord App: Management Portal

My Landlord Management Portal – Analysis & Report Management

The ‘My Landlord’ management portal compiles all reports and usage

Ability to filter and manage data to understand workflow/workload and trends

Ability to assign a status to reports

Integration capabilities

Comprehensive solution: "My Landlord is an actual communications platform rather than an email that has to be managed.”

Happy customers & customer service teams: “It is as much about the reporting capability as the customer experience."

Issue Tracking: "For the operative My Landlord is fantastic as not only does it have a picture, the detail and the tenant’s availability, but it allows us to see every single comment the reporter said and exactly what the operative said back; there is no confusion.”

High level of reporting aiding scrutiny: "My Landlord gives us a sense of maturity in terms of reporting to the board.”

My Landlord – Headlines

Since deploying My Landlord in Summer 2011 Amicus Horizon Housing Group has realised a variety of benefits:

Reducing the per transaction cost: A reduction of up to 80% in transaction costs

Future proofed technology: "The added ROI on My Landlord is that it is future proofed, so we don't have to worry about taking it forward or supporting it, Looking Local does that.”

Resident engagement: "Looking Local gives us true resident engagement. We've started a dialogue and that's where we want to be.”

PLUS: Encouraging channel shift Aiding mobile workingQuick set up & good vendor support Easy to use interface; intuitive to useNo capital investment, no running

costs

My Landlord – Reported Benefits

It is…MULTI CHANNEL BRITAIN

FROM IPSOS MORI – Q4 - 2013

SMART TV: 12% of homes

INTERACTIVE TV: 57% of homes

59% of UK adults own a smartphone

72% of homes have broadband

55% of adults accessing web via mobile

30% of homes have a tablet

50% of adults used Facebook in last 3 months

Still 7.4 million People offline

91% of the population has a mobile phone

Average household in UK has three devices that can connect to the Internet

38% of homes have a games console

Blank SlideMy Landlord

Round table discussion this afternoon will focus on the benefits of My Landlord• 20+ housing associations live in the App Stores• 3,300+ housing repairs managed• Embedding mobile optimised services and apps• Universal Credit, Universal Jobmatch & The Money Advice Service and credit

unions to help financial inclusion• See it, examine it, play with it, question it, challenge us & more.

It is…WHAT NEXT?

- channels and platforms not yet here

It is…THANK YOU & QUESTIONS

‘My Council’ ‘My Landlord’

THANK YOU

FOLLOW US ON TWITTER @lookinglocalWebsite: www.lookinglocal.gov.uk