It is…

1. It is… Delivering services on the range of digital channels that the public now consumes, from apps and tablets to mobile optimised websites, as well as managing integration across all of these as well as the website - is time consuming and complex. However multi-channel delivery is key to driving channel shift, widening customer access, driving down transaction costs and improving working practices. This session will work through the range of benefits multi-channel delivery can bring and will show that there is a way to deliver relevant services across the growing number of channels and devices that the public use without breaking the bank or needing a range of technical experts.

2. It is… Multi Channel Service Delivery In A Digitally Diverse World Customer Service Transformation for Housing Associations 18th September 2013 - London

3. QUICK INTRODUCTION It is… • One of the original e-Government National Projects - 10 years old • Owned by Kirklees Council & only available for public sector bodies • Original remit to investigate TV as a channel of digital inclusion • Now publish partner content & transactional services across Sky, Virgin, mobile web, a range of apps, games consoles • 120+ local authority, health & housing partners (approx 40 housing associations) • Collective approach to technical development

4. SOLUTION & INNOVATION It is… Multi-channel Integration: Free School Meals, Credit Unions, Choice Based Lettings, Universal Jobmatch et al Telecare solutions Housing solutions Service Specific App Development

5. MULTI CHANNEL BRITAIN It is… 91% of the population has a mobile phone Still millions offline SMART TV: 12% of homes INTERACTIVE TV: 56% of homes 55% of UK adults own a smartphone 30% of homes have a tablet 46% of adults accessing web via mobile 46% of adults used Facebook in last 3 months 72% of homes have broadband FROM IPSOS MORI – Q3 - 2013

6. MULTI CHANNEL BRITAIN It is… FROM IPSOS MORI – Q3 - 2013

7. MULTI CHANNEL BRITAIN It is… FROM IPSOS MORI – Q3 - 2013

8. MULTI CHANNEL BRITAIN It is… FROM IPSOS MORI – Q3 - 2013

9. RESEARCH – SOCIAL HOUSING It is… • The Digital Research Network: 7th Annual Symposium • Digital Experts from OFCOM, Oxford Internet Institute, Sheffield University, LSE, Tinder Foundation et al • Found that Social Housing clients are more likely to be digitally excluded than the general population in a number of ways; including access to both broadband and equipment • Key differences between older and younger social housing tenants, with younger people being more likely to have some access than older • Some online behaviour was more common with this group – such as accessing national and local government sites than the national population • Also noted that in the younger group with access, a greater proportion only had access via a mobile device than the national norm.  • CONCLUSION: That Social Housing tenants do have distinctly different patterns of use and attitudes to digital media use than the national norm, and that this needed further exploration. • http://social-digitalresearch.ning.com

10. MULTI CHANNEL BRITAIN It is…

11. SMARTPHONE TESTING SUITE It is…

12. LOOKING LOCAL’S SIMPLICITY It is… • ENABLING CHANNEL SHIFT • DECREASING TRANSACTION COSTS • REDUCING CAPITAL INVESTMENT • ALLOWING SYSTEMS INTEGRATION • REMOVING TECHNICAL DEVELOPMENT & • SOFTWARE MANAGEMENT REQUIREMENTS • MOBILE WORKING APPLICATIONS • WIDENING ACCESS • FUTURE PROOFING TECHNOLOGY

13. LOOKING LOCAL SOLUTION It is… Games Consoles iOS & Android Apps Sky & Virgin Facebook Mobile web

14. SERVICES & NATIONAL PARTNERS It is… INTEGRATED, TRANSACTIONAL LOCAL SERVICES HOUSING REPAIRS CONSULTATIONS FORMS REQUEST SERVICES PAYMENTS ACCOUNT MANAGEMENT ESTATE ISSUES NEWS & EVENTS

15. My Landlord - Bronze My Landlord ‘My Landlord’ has been designed in partnership with housing associations across the UK • ‘My Landlord’ is a dedicated housing repairs app with a range of other features and capabilities • Offers tenants the ability to detail the repair required, add in a photo, their availability and geo-locate external issues on a map • Available on iOS and Android for smartphones & tablets: Easy to use and free to download • Management portal allows repair handling and features integration facilities • The management portal also offers push messaging for tenant communication and reminders • ‘My Landlord’ is managed and maintained by Looking Local

16. My Landlord - Silver My Landlord - Bespoke ‘My Landlord’ launcher icon on device home screen with your organisation name Partner logo on splash screen Partner ‘My Landlord’ Home Page

17. My Landlord – Bespoke with Branding Your own personalised launcher icon on device home screen with your organisation name Branded splash screen Bespoke ‘My Landlord’ Home Page

18. My Landlord App: Management Portal My Landlord Management Portal – Tenant Communication A simple intuitive web portal allowing repairs management and communication Email notification when reports are submitted Individual report tracking capabilities When a report is received it shows images, detail of the issue, availability, tenant details and comments Communication is enabled within the portal and can be seen in one view Responses are highlighted to the tenant as numbers on the My Landlord launcher icon on the device home screen (like when you receive a text) Export and integration capabilities

19. My Landlord App: Management Portal My Landlord Management Portal – Analysis & Report Management The ‘My Landlord’ management portal compiles all reports and usage Ability to filter and manage data to understand workflow/workload and trends Ability to assign a status to reports Integration capabilities

20. My Landlord – Headlines Comprehensive solution: "My Landlord is an actual communications platform rather than an email that has to be managed.” Happy customers & customer service teams: “It is as much about the reporting capability as the customer experience." Issue Tracking: "For the operative My Landlord is fantastic as not only does it have a picture, the detail and the tenant’s availability, but it allows us to see every single comment the reporter said and exactly what the operative said back; there is no confusion.” High level of reporting aiding scrutiny: "My Landlord gives us a sense of maturity in terms of reporting to the board.”

21. My Landlord – Reported Benefits Since deploying My Landlord in Summer 2011 Amicus Horizon Housing Group has realised a variety of benefits: Reducing the per transaction cost: A reduction of up to 80% in transaction costs Future proofed technology: "The added ROI on My Landlord is that it is future proofed, so we don't have to worry about taking it forward or supporting it, Looking Local does that.” Resident engagement: "Looking Local gives us true resident engagement. We've started a dialogue and that's where we want to be.” PLUS: Encouraging channel shift Aiding mobile working Quick set up & good vendor support Easy to use interface; intuitive to use No capital investment, no running costs Click here to read the full Amicus Horizon Business Case

22. MULTI CHANNEL BRITAIN It is… 91% of the population has a mobile phone Still millions offline SMART TV: 12% of homes INTERACTIVE TV: 56% of homes 55% of UK adults own a smartphone 30% of homes have a tablet 46% of adults accessing web via mobile 46% of adults used Facebook in last 3 months 72% of homes have broadband FROM IPSOS MORI – Q3 - 2013

23. MULTI CHANNEL BRITAIN – GOING FORWARD It is…

24. DISCUSSION & QUESTIONS It is… • DO YOU KNOW YOUR TENANTS DIGITAL PREFERENCES? • DO YOU HAVE THE EXPERTISE TO MANAGE MULTIPLE CHANNELS? • TRANSACTION COSTS • HOW DO YOU PROMOTE YOUR WEBSITE/DIGITAL CHANNELS? • INTERNALLY & EXTERNALLY • LOCAL DIGITAL INITIATIVES MAKING A DIFFERENCE – DIGITAL AWARENESS • SESSIONS • IDEAS AROUND UNIVERSAL CREDIT: PIGGYBACKING ON ‘DIGITAL BY • DEFAULT’ & SUPPORTING UC TENANTS