Transcript Customer Service Excellence An applicant’s perspective

Customer Service Excellence
An applicant’s perspective
Lorraine Campbell
Housing Executive
29th January 2009
The Regional Housing Authority
Structure
Board
Chief Executive
Director of Corporate Services/
Deputy Chief Executive
Director of
Design and
Property Services
Director of
Housing and
Regeneration
Director of
Finance
Director of
Personnel and
Management
Services
Area Offices
Service Units
District Offices
Business Improvement Strategy
EFQM
Excellence Model
Systems
Service
Modernisation
Customers
Customer
Service
Excellence
People
IIP
Keeping on track
Chief
Executive
(CXRG)
Staff
Directors
Line
Managers
Customer Service Excellence
Standard Bearer
Why did we apply?
The Regional Housing Authority
Modernising Services
Local Office
Area Office
Response Maintenance
Performance Management
Housing
Programme Management
Estate Management
Housing
SupportServices
Services
Miscellaneous
Community Development/
Partnerships
Regeneration Strategies
Housing Benefit
Housing Benefit
Rent Accounting
Rent Accounting
Centre
Customer Service Unit
Inspection
Charter Mark
Preparing for Customer
Service Excellence
Understanding
criteria
Workshops
Identified
gaps
Action plan
Above process replicated by managers
with their units
Central
submission
CSE Criteria
1.
2.
3.
4.
5.
Customer Insight
Culture of Organisation
Information and Access
Delivery
Timeliness & Quality of Service
The Regional Housing Authority
Criterion 1 Customer Insight
The Regional Housing Authority
Housing Community Network
-
Central
HCN
5 Area
HCN
35 District Housing
Community
Networks
The Regional Housing Authority
Enhanced Community Network
Inter
Community
networks
Disability
Forum
Housing
Community
Network
Rural
Community
networks
Youth
Forum
The Regional Housing Authority
Customer Satisfaction Research
Complaints
Surveys
AD HOC
Surveys
House Sales
Homeless Service
Users
Rural Older People
Continuous
Tenant
Omnibus
Survey
(CTOS)
Improving
Customer
Service
Exit Polls
Maintenance
Surveys
Scheme
Surveys
Mystery
Shopping
Rough Sleeper
Non FDA
Community Groups
FDA
Travellers
House Sales Applicant
Homeless Applicants
Private Landlord
Tenants
Housing App
Owner Occupier
Repairs
Tenants
Customer groups
Housing Benefit
Public Representatives
A.S.B Complainants
Developers
Adaptations
Complex Needs Housing Association
Complainants
Customer Journey Mapping
Housing
Homelessness
Housing Benefit
Rent Account
Repairs
Schemes
Adaptations
Anti-Social Behaviour
The Regional Housing Authority
Customer Journey Maps
Interaction
with
customer
Hot
Spots
Process Map
Analysis of
Research
The Regional Housing Authority
Suggestions
for
improvements
Next Steps
Consultation
with HCN
Review
Suggestions
Presentation
to policy
managers
Final
Consultation
with Central
HCN
Implementation
The Regional Housing Authority
Criterion 2 Culture of the
Organisation
The Regional Housing Authority
Mission Statement
“Working together to ensure that
everyone has access to a decent
affordable home in a safe and
healthy community.”
The Regional Housing Authority
Core Values of NIHE
• Fairness and Equality
• Integrity and Honesty
• Openness and accountability
• Responsiveness to our customers
• Care for the environment
• Value for money
• Valuing and developing our staff
The Regional Housing Authority
Divisional Competence Structures
Accounting
Local Office
Area Office
Housing Benefit
Housing/ Homelessness
Response Maintenance
Estate Management
Repair Reporting
Customer Service
Generic
Functional
Telephone Contact
Personal & Organisational Skills
Using IT
Personal Standards of Service
Identify yourself
Be sympathetic
Be friendly
Look smart
Be prompt
Admit mistakes
Be accurate
Be patient
Be honest
Be assured
Be helpful
Accept responsibility
In short, treat other people the way you
would like to be treated yourself
The Regional Housing Authority
Management Charter
•Listen to staff views
•Staff health, safety and welfare
•Share ideas
•Regular appraisal
•Involve staff in business plan
•Training and development plan
•Recognise staff achievements
•Teamwork
•Provide information
•Volunteering initiatives
The Regional Housing Authority
“I am nominating
her because no
matter when I ring
the Housing
Executive with a
problem she is
always there to
help and solve it,
her telephone
manner never
changes.”
Winner and runner up at annual
Management Conference
Housing Community Network
Annual Conference
The Regional Housing Authority
Criterion 3 Information and Access
The Regional Housing Authority
•Housing News
•Home Information Pack
•New Tenancy Officer
How and why Customers contact the
District Office?
Volume of calls:
2.5 million
Maintenance
 Housing Benefit
 Housing
 ‘Estate
Management’
 Rent A/C

40%
19%
18%
16%
7%
Volume of visits
to counter:
400,000
Reason for visit
• Housing Benefit
• Housing/
Homelessness
• Maintenance
• Cash Payment
• ‘Estate mgmt’
• Rent A/C
38%
26%
9%
12%
11%
4%
Incoming
Post
1.2mill
● HB
● Housing
● Others
● Email
80% +
8%
11%
< 1%
New Website
Kiosks
Digital Inclusion
Criterion 4 Delivery
The Regional Housing Authority
Performance Monitor
Target
Actual
Target
Met
1.5%
1.03%

95%
100%

90%
95%

29 days
35 days
x
Emergency
95%
99%

Urgent
95%
95%

Routine
95%
94%
!
Ensure that the number of void properties
does not exceed 1.5% of total housing stock
Relet at least 95% of properties within two
weeks of previous tenancy termination
Process at least 90% of housing
applications within 20 working days
Process new claims HB average 29 days
Repairs
Customer Satisfaction
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Benchmarking
NI Best Practice
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Complaints procedure
Customer ServicePerceived Failure Reports
Criterion 5 Timeliness and Quality
of Service
The Regional Housing Authority
Customer Service Unit
The Regional Housing Authority
E-Benefit
Appointments

Appointment system

Appointment
reminder pilot- texts
The Regional Housing Authority
Mystery shopper
The Regional Housing Authority
Lessons learned

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


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Involve all staff
Involve customers early
Steal Ideas!
Welcome cynics
Keep good records
Be prepared for criticism
Celebrate success!
The Regional Housing Authority
Next Steps
Customer Segmentation
 Customer Journey Maps plus
 LEAN Process Reviews
 Continuous improvement

The Regional Housing Authority