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Adur & Worthing Council's digital repairs service

Adur & Worthing Council's digital repairs service

Using human-centred service design and agile low code development, Adur & Worthing Council's have created their own end-to-end digital repairs service, helping social housing tenants report issues to the council, book appointments online, and give feedback to help further improve the service. The service also supports contractor scheduling, and mobile fieldwork. Using its low code platform, the council is working to develop great digital services using single sources of data across multiple services.

PaulBrewer

July 03, 2018
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Transcript

  1. We interviewed 28 people We recognised the importance of hearing

    from our residents and in letting them help shape the future of the service.
  2. We found the key issues with the current service experience

    Expectations Residents and staff don’t understand their responsibilities and the landlord responsibilities Lack of guidance and incentives for residents to do their own repairs Vulnerable residents are unable to do small repairs that are their responsibility Diagnosis & Appointments Quality of diagnosis is poor Staff have inconsistent knowledge about repairs Poor communication about what work is going to be carried out and when Not providing appointment at first contact Standard of repair Wrong trade/ underprepared Poor communication about progress updates and having to chase job Standard is not right Operatives don’t turn up Repairs carried out but not resolved problem Feedback Not feeling listened to and respected Lack of feedback Feedback perceived as a waste of time Entry Self-service portal is not easy to use and not advertised, resulting in large amounts of calls Long wait on the phone to report a repair Phone calls feel rushed
  3. SLAs New service-level agreements for residents, staff and operatives New

    integrated ways of working between teams New staff training programme ENGAGEMENT New user group and feedback loops New content (reworking our handbook & web pages) New external communications TECHNOLOGY Design and build three new digital applications: Self-service (residents and Contact Centre staff) Mobile workforce (operatives and officers) Scheduling (admin staff) WE CREATED THREE WORKSTREAMS
  4. WE CREATED A SCHEDULING SERVICE • Calendar, map and list

    views of jobs. by type, priority, operative and trade • Automated reporting and invoicing
  5. • Start and end of day routines • Travel times

    based on traffic data • Customer sign-off and feedback • Managing variations to jobs and photographing repairs for an effective audit trail WE ENABLED OUR FIELD WORKFORCE