Business Transformation –
It’s the Business
Presented by:
Gordon Flack – Assistant Director (ICT)
About Alliance Homes Group
• A community-based social enterprise based in North Somerset.
• Have an annual turnover of more than £31 million, employ around 300 staff
and work in partnership with local, regional and national agencies.
• Own around 6,500 properties and provide housing and housing-related
support to 12,000 people.
• Established in 2006 to manage homes transferred from North Somerset
Council.
About Alliance Homes Group
The Group consists of three areas:
Alliance Homes provides housing management
services.
Alliance Living provides care and support services.
Alliance Ventures provides repairs, maintenance
and green energy initiatives, including our
successful PV panel project.
Our Mission
Our mission is to create hope for people and communities, through
developing opportunities, tackling inequalities and delivering service
excellence.
It can be summarised as creating hope through:
Background
• 2008 – Tribal report on the use of CRM
• 2008 to 2011 – expansion of business
systems based on departmental needs
• 2011 – Internal DLO created with new
systems, Total Mobile & Opti-time
• 2011 – IT Systems Enterprise Framework
agreed
The Football Stand Approach
Enterprise Applications
CRM
DMS
Mobile
INTEGRATION
Performance Management
Self Service
Core Business Applications
Housing Management
System
HR System
Finance System
Asset Management
Contract Management
Complaints
Specialised Applications
ReAct
Referral Gateway
ProVal
PSI Asbestos
Service Desk
Brixx
Background
• 2012 - Outcomes of the Customer Access
Review
– Refine the number of contact numbers for the
business
– Improve the options for customer contact
– Have information on customers in one place
– Increased mobile working
– Purchase of CRM & Document Management
Background
• 2013 - Outcome of Asset
Management IT Review
– Current system not fit for purpose
– Component accounting requirements
not met
– Mobile working issues
– New system to be purchased
Investment in IT
• £0.5million in PCD systems and mobile
technology
• £0.5 million budget for BTP
• CRM & DMS
• Total Mobile
• Enterprise Dynamic Scheduler
• £0.25million budget for Asset Management
System.
Why change?
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Customer Excellence
Position of strength
Plan for the future
Continuous improvement
Deliver Corporate Objectives
Holistic cultural change - not an
ICT project
• Not just some projects, but a
programme involving the
business
11
Why a Programme?
The Programme
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Multiple projects
Joined up approach
Estimated 2-5 years
Core Delivery Team
Centralised Governance
Effective
Communication
• Value for Money
• Standardised
Methodology for:– Process Review
and Design
– Programme and
Project
Management
– Review, Learn,
Refine
HOW?
How will staff be working?
How and when will customers access the service?
What do we want the service to look like?
What information will we need to access?
Where will staff be working?
DELIVERY VISION
What is the Delivery Vision?
• Customer Excellence
• The Customer Journey
• 24/7 Customer Access to all our Services
• Mobile working for all site based staff
• Right first time
• Intelligent use of data
The Vision
“To transform the business through
process review and the introduction of new,
and exploitation of existing technology, to
create a organisation which is customer
centric through multiple channel access,
using Business Intelligence (BI) to
efficiently deliver a range of services”.
Governance and Structure
Programme Board
Steering Group
Sponsor
QA
Core
Programme
Delivery
Team
Project
Workstreams
Programme
Group
Delivery timescales and Impacts
Delivery
• Will be delivered over a
number of Tranches
• Tranche One about “Laying
the foundations”
• Tranche two onwards yet
to be agreed
Tranche One: High Level Deliverables
Some BPR work and Communication
DMS One Area of Business, In-tray for All
CRM – Complaints Process
Customer Contact HMS
Asset Management Base System
TM5 existing Operatives and Surveyors
Est: May – June 2014
Impacts on Staff
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Involvement in delivery
Interim measures
Embracing change
Training
New ways of working
Learning as we go
Communication
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Staff Meetings
Staff Briefings
Connect
Demo’s/Presentations
DVD
Achievements to Date
• Setting up
– Core Programme Team & Programme Office
• Set-up the Steering Group
• All the key workstreams are now at the
delivering stage
• Rolling out Northgate V6 to across the
business
• Started implementing the Asset Management
system.