South Tyneside Homes has signed a five-year contract with BT South Tyneside, itself a partnership between BT and South Tyneside Council, for a new IT infrastructure for desktops, customer service, procurement, finance and HR, all to be delivered as a managed service. Isobel Riley, chief executive, South Tyneside Homes, said, “Our investment in these fully-managed…
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Magazine Articles
Streamlining Processes & Improving Service Effectiveness
There is continued pressure for housing providers to be more responsive in handling calls from their residents within the confines of limited budgets. It is therefore not surprising that efficiency and effectiveness are two words you always hear when speaking to contact centre managers. Peter Graddon, a director of Omfax Systems, discusses how to improve…
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Kier pilots first-time fix for Stoke council
Kier Stoke, Stoke-on-Trent City Council’s housing maintenance provider, is trialling a new ‘first-time fix’ service at 6,000 properties in the city. As part of the trial, seven people from the council’s contact centre are now working in Kier’s offices with the aim of answering tenant queries from a single point of contact. The city’s 19,300…
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City South Manchester pioneers Noriaki real-time survey analysis
City South Manchester Housing Trust is using software from Noriaki to achieve real-time data collection, analysis and reporting when conducting resident surveys. Loaded on PDAs, laptops, tablet PCs or via CSM’s web site, the software enables housing officers to take their questions to their customers’ front door or living room. As soon as they are…
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Turning on shared service centres
Not so long ago the call centre industry in the UK employed over one million people and was a major contributor to the GDP, listed in the top five industries by the Department of Employment in 1998. How things have changed. In the space of 12 years, the rise of outsourcing and off-shoring has transformed…
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Capita’s CBL at Leicester council
Capita Software Services has completed the implementation of a choice-based lettings system involving Leicester City Council and 20 registered provider (RP) partners. The new service went live in April 2010 after a 10-month implementation, with the contract reported to be worth in excess of £128,000. The CBL system is expected to make it easier for…
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