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www.amicushorizon.org.uk

Making homes, helping people. AmicusHorizon - Promoting financial inclusion through innovation Housing Technology Conference – 26/02/2014. John Barr Director of Customer Experience David Ellis Financial Inclusion Manager. www.amicushorizon.org.uk. Today’s presentation….

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www.amicushorizon.org.uk

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  1. Making homes, helping people AmicusHorizon - Promoting financial inclusion through innovation Housing Technology Conference – 26/02/2014 John Barr Director of Customer Experience David Ellis Financial Inclusion Manager www.amicushorizon.org.uk

  2. Today’s presentation… Making homes, helping people • Introduce AmicusHorizon • Financial Inclusion Strategy – our commitment • Getting the information out there • Help customers understand how the reforms affect them • Help customers improve their financial situation • Technology (esp. CRM and mobile working)

  3. Key words… Making homes, helping people

  4. Our homes Making homes, helping people +28,000 homes in London and the South East

  5. The numbers Making homes, helping people • Open 08.00- 20.00 weekdays, 09.00-13.00 Saturdays… • Each Month: • 26,000 calls • +1,000 satisfaction surveys (by phone) • +3,000+ items of post • +700 emails • minimum social media

  6. Listen… Making homes, helping people

  7. Strategic approach Making homes, helping people

  8. Key FI Objectives… Making homes, helping people • Raise awareness through a variety of media • Give staff knowledge at their fingertips • Customer insight • Digital Inclusion campaign • Signpost to financial advice • CRM • Mobile working

  9. Raise awareness… Making homes, helping people • Traditional - Newsletters, leaflets, posters etc. • DVDs • Youtube videos • Social Media • Online benefit calculators • Website links • Website self referral and FAQs • Staff conference – case studies

  10. Website links… Making homes, helping people

  11. CRM – lift off... Making homes, helping people • As agreed in Customer Experience Strategy… • 50 of us went to BT innovation centre in Ipswich • 3 creative days (7am to 7pm)…fuelled by chocolate • Used customer stories to understand where we could improve • Looked at finding innovative solutions • CRM started to take shape • Prioritised mobile solutions

  12. Delivering CRM Making homes, helping people • Getting started – Dec 2010 • Set up CRM project board (inc. Directors of CE, IT and Finance) • Set up a multi-dept project team • Team of 7 met twice a week • Identified how customers contact us • Process map – ‘As is’ • Process map – ‘To be’ • Developed a CRM master plan • Cleaned up all our data

  13. Going live…. Making homes, helping people • Getting CRM off the ground – Dec 2011 • Focused on a small team • Identify their key touch points • Identified the customer detail required • Developed visual cues to quickly identify need • Provided training (inc. materials)

  14. Fingertips… Making homes, helping people • Log every customer contact • “One view” of : • Customers • Files • Homes • Improve customer profiling – tailor services to meet needs • Advantages: • Efficient – view other systems • Guided scripts • Workflows • Visual cues • Nothing gets lost • Agent to expert

  15. CRM in numbers.. Making homes, helping people • Where are we now? • 20 – 30,000 cases logged a month (big data) • 706 full (read & write) users • More cases logged outside our contact centre • CRM PEGs – Feedback from users • 1 stop CRM SharePoint page • Access to quick guides • Regular posts

  16. Mobilising financial inclusion Making homes, helping people

  17. Opportunity knocks Making homes, helping people • Welfare Reform • Welfare Reform created the driver for us to change • the way we worked • 19,500 working age households • 10,500 receiving Housing Benefit • 8,000 likely to receive Direct Payments under Universal Credit • 1500 AmicusHorizon customers affected by Under occupation • £1.2 million –Potential loss in income to AH • 8,000 likely to receive Direct Payments

  18. Financial Inclusion journey Making homes, helping people • Assembled a team and started with… • Process Maps ‘As is’ and ‘To be’ • Enabled us to identify and implement • Consistency • Efficiency • Accuracy • Business Case • Showed what we wanted to achieve • Benefits we would realise • Created and followed a project • With plans and checkpoints

  19. Financial Inclusion journey Making homes, helping people • Specification • Created our build bible (it’s 70 pages long) • Build phase • We built the app internally with a little help with our suppliers • We integrated it with Outlook, CRM and Housing Management system • Tested • We thoroughly tested it through 3 iterations

  20. Financial Inclusion journey Making homes, helping people Training • Tested/trained at the same time • Created training materials Went Live • Now live • Support first 6 weeks • By project team • Teleconferences for feedback

  21. Making homes, helping people How it works ….. • CRM case created, which in turn creates an appointment in Outlook • 1st Touch reads Outlook and collects: • Essential data • Supporting data • Pre-appointment tasks: • Customer servicing (“I’m on my way”; texting etc) • Team management and potentially lone (not loan!) working

  22. Making homes, helping people How it works ….. • Broader background information (deal with other enquiries) • Primary visit screen capture details (I&E, Benefit cap, Under-occupancy) • Actions and outcomes (Book courses, Referrals, Want to move) • Signatures (help data protection) • System(s) updated • Actions distributed

  23. Making homes, helping people Home visits... • Real-time, accurate, reliable data • Visual cues and customer preferences • Mobile Technology – systems at our fingertips • Opportunities for mini digital inclusion sessions • Update information/action, create cases immediately • 2 more visits per officer per day

  24. Let’s take a look …… Making homes, helping people

  25. Let’s take a look ……. Making homes, helping people

  26. My landlord app Making homes, helping people

  27. Digital TV Making homes, helping people

  28. Changing lives… Making homes, helping people “They were absolutely brilliant. o helpful in of crisis, I was very grateful” We’ve helped customers claim: • Over 400 Discretionary housing payments • £21,000 additional weekly benefit (£1m annually) • £261k in ‘one off’ lump sum payments • £1.4 million in extra income/benefits And …. • 100% Customer satisfaction (FI Team) • 1160 FI cases created • 100% customer satisfaction (with FI service) • 0% No increase in arrears despite Welfare Reform

  29. Making homes, helping people Thank you & questions… www.amicushorizon.org.uk

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