Is your IT system fit for the future?

Enhanced building safety and consumer regulations are putting significant strain on already sub-optimal IT systems to meet legislative requirements and resident needs, with organisations working around the shortcomings of the current IT system, generating cyber, GDPR, financial, reputational, and regulatory risk.

Reviewing IT systems and understanding the art of the possible across a varied IT product range can be tricky to navigate and a daunting prospect for organisations who rarely need to approach the supplier community. -Based on our extensive experience, here are a few must-haves to consider:

Intelligent Workflow: Assign the right task to the right person at the right time.

Leveraging machine learning (a form of artificial intelligence), automation and analytics to remove duplication, errors, and unnecessary data input, increase efficiency and improve prioritisation based on key characteristics, for example, better management of priority tenants, complaints, repairs diagnostics and compliance queries.

Omnichannel: Ensuring the correct information is shared with the right representative in the right way.

Omnichannel – the integration of all the different methods of communication available to a resident consolidated into one inbound and outbound communication record, removing duplication of effort, re-keying and manual intervention; for example, improved customer identification, complex contact and case management and applications.

Artificial Intelligence: The right automation tool applied for the right reasons to the right processes.

There are several established types of AI, such as Robotic Process Automation (RPA) to remove manual steps from back office administrative processes and the use of Machine Learning (ML) to provide self-service options (e.g. chatbots) for high-volume routine service requests,  pulling data from documents such as invoices, compliance certificates and stock condition surveys.   Reducing processing time, meeting resident needs more efficiently and improving contractor and front-line staff utilisation.   The use of generative AI, such as ChatGPT, is continuing to grow; however, this newest class of AI is yet to embed itself into the mainstream, with sector providers still determining how to apply a technology that generates content based on trillions of data points (which are outside the control of the adopting organisation) and natural language interactions.

Data Analytics and Visualisations: The correct data is available at the right time, every time.

One source of all asset and customer data is stored in one place (can be referred to as a data warehouse). Data is input once and reused across IT systems to automatically generate pre-built reports with commentary for regulatory reporting such as Decent Homes, ARC and compliance. As well as graphical representations or dashboards, which allow information to be extracted into documents to support asset component investment modelling, income projections, arrears predictions, compliance forecasts, stock conditions, repairs, and voids.  Improving asset performance and operational efficiency through improved visibility, enabling data-driven decision-making, and increasing certainty for Executives and the Board.

 

Take Action

Maintaining operational efficiencies that satisfy regulators and the Board whilst ensuring secure and accurate customer and asset data is impossible with a poorly performing IT system. Therefore, Housing providers must utilise solutions that enhance their organisation’s work efficiency. Explore the options available today by contacting Lauren Trevelyan or Alison Heap from our Technology team.