First and foremost, PA Housing wanted to create a positive digital experience for tenants, enabling them to manage their homes online in a convenient and easy way as part of programme to make the majority of services available to customers digitally.
The desire to create a new consolidated self-service portal that could deliver just that had to be addressed against the backdrop of a shifting operating environment. The focus was very much about improving customer satisfaction whilst at the same time finding annual savings approaching half a million pounds.
The need for not only a better, but a more efficient system for serving tenants had been heightened by UK legislation required landlords to reduce their rents by 1% a year for four consecutive years. Reducing the number of calls into the contact centre and tighter integration between front-end self-service screens and back-end systems were seen as key areas of efficiency gain for the organisation.
4,700 customers accessing the portal on a monthly basis
10K self-service processes completed each month on average
14% reduction in call volumes since launch
Following consultation, Prodo agreed an agile approach to development would best suit PA Housing's needs. The advantage was it would foster a close collaboration between the technical teams, deliver benefits to customers quickly, and allow for a phased approach to introducing and testing new features.
The starting point was a launch pad self-service web portal - My asra - which maintained the functionality of PA Housing's existing third-party portals but with a greatly improved user interface. This first phase was delivered under 12 weeks from appointment and represented the minimum viable product (MVP), delivering all the basic functionality needed by users.
“The digital transformation programme is a proud achievement in the timescales, given the complexity of the project, in which it has been accomplished. Prodo understood common pressures between the business, suppliers and technology in delivering digital transformation, and together we had the ability to understand drivers of our customers and operational metrics. Customers are our judges, and including them along the journey to reshape services and changing how the businesses operates was vital.
"Success was dependent on how well and how fast we responded and Prodo gives you that insight and framework to align the time between a great idea and a great outcome, helping our team to win in the age of the customer. The strengths of this partnership are a good working relationship, aligning to the vison and an agile approach which has led to a successful solution and a great customer experience with alternative ways in engaging with PA Housing.”
- Amit Patel, Director of Corporate Services
Find out more about this project by downloading the detailed case study.
PA Housing was formed on 13 April 2017 through the merger of asra Housing Group and Paragon Housing. PA Housing is a 24,000 home registered housing association spanning the Midlands, London and the Sout East.
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