• A community-based social enterprise based in North Somerset.
• Have an annual turnover of more than £31 million, employ around 300 staff and work in partnership with local, regional and national agencies.
• Own around 6,500 properties and provide housing and housing-related support to 12,000 people.
• Established in 2006 to manage homes transferred from North Somerset Council.
About Alliance Homes Group
The Group consists of three areas:
About Alliance Homes Group
Alliance Homes provides housing management services.
Alliance Ventures provides repairs, maintenance and green energy initiatives, including our successful PV panel project.
Alliance Living provides care and support services.
Our mission is to create hope for people and communities, through developing opportunities, tackling inequalities and delivering service excellence.
It can be summarised as creating hope through:
Our Mission
Background
• 2008 – Tribal report on the use of CRM
• 2008 to 2011 – expansion of business systems based on departmental needs
• 2011 – Internal DLO created with new systems, Total Mobile & Opti-time
• 2011 – IT Systems Enterprise Framework agreed
Specialised Applications
ReAct Referral Gateway
Service Desk
ProVal
PSI Asbestos Brixx
Core Business Applications
Housing Management System
HR System
Contract Management
Finance System
Asset Management Complaints
Enterprise Applications
CRMDMS
Mobile
Performance Management
Self Service
INTEGRATION
Background
• 2012 - Outcomes of the Customer Access Review– Refine the number of contact numbers for the
business– Improve the options for customer contact– Have information on customers in one place– Increased mobile working– Purchase of CRM & Document Management
Background• 2013 - Outcome of Asset
Management IT Review– Current system not fit for purpose– Component accounting requirements
not met– Mobile working issues– New system to be purchased
Investment in IT
• £0.5million in PCD systems and mobile technology
• £0.5 million budget for BTP• CRM & DMS• Total Mobile• Enterprise Dynamic Scheduler
• £0.25million budget for Asset Management System.
Why change?• Customer Excellence
• Position of strength
• Plan for the future
• Continuous improvement
• Deliver Corporate Objectives
• Holistic cultural change - not an ICT project
• Not just some projects, but a programme involving the business
11
The Programme
• Multiple projects• Joined up approach• Estimated 2-5 years• Core Delivery Team• Centralised Governance• Effective
Communication• Value for Money
• Standardised Methodology for:-– Process Review
and Design– Programme and
Project Management
– Review, Learn, Refine
HOW?
What do we want the service to look like?
How will staff be working?
What information will we need to access?
How and when will customers access the service?
Where will staff be working?
DELIVERY VISION
What is the Delivery Vision?
• Customer Excellence
• The Customer Journey
• 24/7 Customer Access to all our Services
• Mobile working for all site based staff
• Right first time
• Intelligent use of data
The Vision“To transform the business through process
review and the introduction of new, and exploitation of existing technology, to create
a organisation which is customer centric through multiple channel access, using Business Intelligence (BI) to efficiently
deliver a range of services”.
CoreProgramme
Delivery Team
QA
Programme Board
Steering Group
Sponsor
Project Workstreams
Programme Group
Delivery
• Will be delivered over a number of Tranches
• Tranche One about “Laying the foundations”
• Tranche two onwards yet to be agreed
Tranche One: High Level Deliverables
TM5 existing Operatives and Surveyors
Asset Management Base System
Customer Contact HMS
CRM – Complaints Process
DMS One Area of Business, In-tray for All
Some BPR work and Communication
Est: May – June 2014
Impacts on Staff• Involvement in delivery• Interim measures• Embracing change• Training• New ways of working• Learning as we go
Communication
• Staff Meetings• Staff Briefings• Connect • Demo’s/Presentations• DVD
Achievements to Date• Setting up
– Core Programme Team & Programme Office
• Set-up the Steering Group
• All the key workstreams are now at the delivering stage
• Rolling out Northgate V6 to across the business
• Started implementing the Asset Management system.
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