Deliver a Better Housing Service, with Innovation – Fast!

Do you want to transform the quality and reliability of your service

• Offer a 24x7x365 service for tenants and residents;
• Integrate contact centre and back office processes for greater efficiency;
• Introduce key skills and technologies for your contact centre staff;
• Provide effective training and change management for your employees;
• Ease appointment setting for tenants;
• Work smarter with a managed translation and interpretation service;
• Arrange business continuity or disaster recovery for times when operations fail.

Or, perhaps you just want to sharpen up your business?

• Prepare staff, systems and processes for possible merger or acquisition;
• Reduce costs of housing repairs and maintenance;
• Design new processes to move more back office tasks to the contact centre;
• Deploy technology to make resources more productive;
• Use e-Benefits to speed up Housing Benefits claims;
• Simplify contractor service codes;
• Implement web-based Housing repairs requests and other self-services;
• Provide accurate, real time KPI reporting for better decision making.

If you need improvements implemented crisply, and the benefits delivered rapidly, then we could help you do it
– and we can prove it!

Vangent’s client achievements include: Implemented a 200-seat 24x7 contact centre, 3 one-stop-shops, CRM, over 2000 housing and other service areas, daily reporting of all services, finance, technical support, asset management, a backup facility and staff payroll in just 6 months. Documented all housing procedures, policies, processes and scripts and integrated them with CRM and other computer systems in 12 weeks - establishing a customer-centric culture change at the same time. 700 housing contacts answered and 180 work orders raised per month by each customer service agent. Saved a housing organisation £1.5 million in 18 months. Reduced cost per repair by £10 for over 100,000 repairs in the first year Reduced the number of service order descriptions from 2000 to 100 in 3 weeks – as part of a dramatic improvement in the quality of management reporting

We can help you transform your operations with a suite of innovative services, designed to accelerate business efficiency, improve service delivery, hone management effectiveness and increase employee productivity.

Hallmarks of Vangent’s successes are: Relationships and results that deliver on client priorities and outcomes. Replication and portability of our successes to new clients. Clear and measurable improvements. Innovative services, independent of any previous computing investment. Efficiency savings through business process management. Creative pricing models that tie our reward in to your success.

Managed Business Process Service for Housing

Our Business Process Service is designed to optimise the operations and systems that support the every day tasks involved in the management and maintenance of your housing stock and tenant relations.

We can implement managed services solely for you, or as a shared (but discrete) service alongside other similar organisations.

Business areas, where we can work with you to improve, include:

• Applications, allocations and lettings;
• Property/Asset management:
  • Responsive repairs, planned maintenance and job tracking;
  • Cyclical and programme repairs/maintenance;
  • Void management;
  • Key management;
• Financial arrangements and systems:
  • Rent accounting and collection;
  • Arrears management.
• Environmental services (e.g., ASB, waste, graffiti, fly-tipping, noise);
• E-Benefits system and assessments;
• Performance, executive and ad-hoc reporting;
• Statutory/regulatory statistical returns;
• Customer satisfaction surveys and outreach sessions;
• We can even provide bespoke office buildings and other facilities.

Design and implement modern IT infrastructure, which fully integrates:

• Customer relationship management and the associated customer, property and transaction database (front and back offices);
• Appointments;
• Contractor management and mobile working;
• Web, housing locator and payment tools.
• Stock condition management;
• Document capture and management;
• Data warehouse for corporate-wide decision support;
• More flexible, cost-effective technology selection and implementation.

Project Management to ensure our solutions realise the promised benefits with no service degradation during implementation:

Proven Transition and implementation methodologies;

• Change management;
• Staff training and development;
• Management advisory services;
• Business process analysis;
• Data migration;
• On-going help desk and technical support.

Vangent works with you to develop the business case for transformation and efficiency improvement. Large elements of our solutions are often self-funding.

“If we are to embrace continuous improvement, we must embrace the culture change that accompanies it.  Herein lays the challenge.  Continuous improvement requires continuous challenges.  Continuous improvement is not about the things we do well – that’s work.  Continuous improvement is about removing the things that get in the way of your work.  The headaches, the things that slow you down, that’s what continuous improvement is all about.”

Take time to talk to us about your requirements and aspirations.  You won’t regret it!

Email: Housing.uk@vangent.com