Hackney Homes in £1.9m IT overhaul
Staff response and contact centres set for improvement
By Leo King | Published 13:28, 13 August 08
The London Borough of Hackney’s council homes office is refreshing its IT setup under a £1.9 million deal with supplier Civica.
Under the two year deal, which Hackney Homes described as a “shared risk and reward agreement”, Civica will be measured on resident service satisfaction and improvements in Hackney Homes’ Audit Commission star rating.
Civica, which works with 90 percent of the UK’s local authorities, will supply its Universal Housing and Servitor software, comprising contact centre software, online services, workflow systems, mobile working and home working facilities. Hackney Homes said the overhaul would “transform” its service approach to tenants and leaseholders.
The new contact centre systems will identify callers and access necessary information from a central database, with the aim of resolving enquiries during the first call. Online services will automate processes such as maintenance requests and rent balance enquiries.
Analytical software will help tailor services to tenants and leaseholders, and anti-social behaviour solutions will track incidents across Hackney Homes’ properties.
The council aims to improve staff performance using workflow software. Mobile working systems will be supplied to property repair teams and there will be technology to support home working.
The first phase of the technology changeover will be completed in September, and will cover systems in the anti-social behaviour division and Hackney Homes’ contact centre.
Trish Haill, head of ICT services at Hackney Homes, said: “Rather than update existing systems we wanted to start afresh, implementing the latest technology to deliver a cutting-edge service to tenants and improved working environment for the Hackney Homes team."
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