Enterprise-Wide Mobile Workforce Transformation
In today's evolving digital landscape, businesses are faced with the challenge of adapting to mobile and flexible working practices. This transformation involves integrating mobile technologies, overcoming traditional barriers, and ensuring seamless offline and online service delivery. The journey towards an enterprise-wide mobile workforce involves addressing challenges, incorporating new technologies, and driving cultural shifts within organizations. Integration plays a key role in this process, enabling a single view of information and breaking down silos for a holistic approach to service delivery.
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Presentation Transcript
The secret to a true enterprise wide mobile workforce Lou Muirhead Senior Business Analyst
WDH then and now March 2005 31,000 homes single stock transfer. March 2016 continuing to support our communities and provide services to a further 12,000 properties through Northern Shared Services. 1,500 employees, over 500 of which are frontline working face to face with our customers.
History of Mobile Technology Capita OpenMobile PDA solution. First gen Smartphone surveying solution. Windows Laptops with 3G and Citrix. Windows 7 tablets.
Mobile/Flexible Working Project Increasing pressure to operate efficiently and with value for money. Focus on the customer delivering services when and where they need. Existing systems limited in their capability. TotalMobile procured through Capita following GPS procurement.
The process Aggregate User numbers Stage 0 Initiation January 2012 3 Stage 1 Procurement July 2012 - Stage 3 Customer Management August 2012 - Stage 4 Neighbourhoods November 2012 61 Stage 5 Allocations April 2013 86 Stage 6 Debt Team July 2013 106 Stage 6a Neighbourhoods Phase 2 August 2013 - Stage 7 Gas Servicing April 2014 156 Stage 7 Electrical Servicing July 2014 206 Stage 8 Responsive Repairs December 2014 331 Stage 9 Voids/Other Technical Areas February 2015 491 Stage 10 Technical Area Team Leader June 2015 535
The challenges Traditional working practices we ve always worked this way. Cultural shift organisational changes afoot. Focus on a core foundation some elements need to be configured. Sheer volume things take time.
Offline vs Online We don t have a perfect connection. Employees can be working anywhere. The service can t stop. Trial of a separate online solution for a smaller controlled service.
Integration is key Existing embedded housing management software. We must have a single view of the truth. Drive to move away from silo s and ensure joined up working. But it s ok, because it s Capita s headache!
Breaking down walls Approachable support on hand, on the job. Business Leaders understand the impact and sponsor the change. If they can do it, so can we . Being flexible works best, you can t always get it right first time. The technology just has to work.
Case study Allocating properties Pre Electronic Notification of Termination Termination Void On-site survey and repairs ordering Shortlisting Pre sign up assessment at the applicants convenience Sign Up Property viewing and on-site sign up Tenancy Ready Automatic tenancy recording and signposting
Hindsight is a wonderful thing Planning and research is vital. Don t under estimate the effort required. Everyone needs to be on board. It s always evolving plan for change even when the project has closed.
Case study Repairs and servicing Successful migration from old to new Streamlining and extending scope Building capacity Paperless legislative processes Bring on board new areas
Reaping the rewards The story so far An increase in productivity of 34%. 10% reduction in car mileage. 20% reduction in paper usage. Improved customer service. More targeted support.
Case study Managing arrears Pre TotalMobile Monday Tuesday Wednesday out in the field Thursday Friday in the office planning work load out in the field out in the field in the office updating systems Post TotalMobile Monday Tuesday Wednesday out in the field Thursday Friday out in the field out in the field out in the field office day to manage any case work which required additional focus
This is just the beginning Organisational shift is just starting, but we now recognise things must continue to move. Modern IT infrastructure and systems continue to develop. We have a long way to go yet...
Questions Over to you
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