How PA Housing
made digital self service
a success
PA Housing has undertaken an ambitions programme of digital transformation having a real positive impact on customer experience and service delivery. This case study tells part of that story.
PA Housing wanted to improve eficiency and customer experience by developing a completely new sector-leading digital experience for tenants to manage their homes. This was needed against the backdrop of a shifting operating environment and customer expectations.
Within a 12 weeks, PA Housing and Prodo developed and launched a new self-service portal - My asra - which, a year later, processes over 10,000 self-service requests per month.
The results
- 1,700 customers accessing the portal each month
- 250-300 new users added every month since launch
- +90% users would recommend