Customer service improvement suite

Overview | Data mart | Process management | Intelligence

Overview

The Tenant Services Authority is emphasising that RSLs and ALMOs need to continually improve services for their customers. In many cases housing providers’ performance information shows they need to improve their service delivery, but they have no tools to give to their front line staff to enable them to achieve this.

The Customer service improvement suite gives your front line housing and maintenance staff the tools they need to achieve this performance improvement. The suite provides a comprehensive range of information on key housing services, enabling you to improve KPI performance from median to top quartile within six months.

The following graph from Rooftop Housing Group's own data illustrates the impact the Customer service improvement suite made for them after deployment:

The Customer service improvement suite currently provides information for three key processes:

• Arrears;
• Voids; and
• Repairs.

In each case the suite provides for an analysis of both the processes involved and the underlying data, highlighting areas where improvements in both service delivery and outcomes for customers can be made. All the information required is drawn from core IT systems including housing management, asset management and repairs systems and feeds the Clearview data mart automatically each night.

For further information:-

Customer service improvement suite : Data mart | Process management | Intelligence