Value for Money:
We will deliver a high-quality service with no increase in costs.
Our priority for this year: Fully integrated ICT systems throughout ccha.
Phone consultation
We have continued to develop and improve our phone system. We are taking advantage of new technology which should improve the experience customers have when contacting us. Our reporting suite delivers a range of detailed reports as well as dashboards that give real time information and help us to make informed decisions about how we shape our service.
We have used this information to create an auto attendant that allows customers to select a department from a shortlist which transfers the call to an available staff member. This allows better functionality for residents, helping them contact the right people more efficiently. Another feature allows us to give queue position feedback to customers on hold.
Customer call backs
Integrating our services
Cx, our housing management software tool, allows for greater integration with other systems so that they are not operating in isolation, and allows information which can benefit customer service to be shared. One area that we have recently integrated is our new telephone system. When a resident contacts us we expect staff to update the details of the call into our CRM module (customer relationship manager) which ensures that we can keep track of the issue and make sure the resident gets the answer they need in a timely manner. By integrating our telephone system, we are aware of the volume of calls that are incoming and are able to ensure that all calls are actioned within our agreed service levels.
Investing in our systems allows us to take advantage of technology to provide a more enhanced and responsive service to our residents. We want to use our new systems to develop a multi channelled method of communication. With a digital system, we can expand on how we communicate with residents using digital methods such as the resident portal. This will allow residents to check on the progress of their query in real time, at their convenience.
Electronic data management
As part of our goal to provide value for money, all paper records have now been securely saved electronically. This allows staff to work more efficiently by being able to access information without having to travel to different offices, which should speed up the response time when dealing with resident queries.
An electronic system offers a number of improvements over a paper-based system to us and our residents. A paper-based system requires space, security and time to access the correct information. With an electronic system we are able to encrypt the information and provide strict access policies so only those authorised to see it are able to. We can also apply data retention policies to the data, ensuring that we don’t keep hold of information for longer than is necessary. This ensures greater compliance with GDPR principles and also reduces the administrative burden and saves on costs.
GDPR
We take the care of data seriously across the whole organisation.
“Our strength is our unity and everyone playing a part.”
In the summer of 2021, the Board reviewed all of its GDPR documents, updating staff on the Data Protection policies, privacy notices and provided training to staff. The website is regularly updated for residents to view relevant documents.
The new Data Protection Impact Assessments (DPIA) and Data Sharing Agreements (DSA) were developed and shared with staff.
These are informative and supportive documents to us as data controllers and the third-party providers who are mainly data processors as we are responsible for the care of personal data belonging to our wider stakeholders. GDPR compliance is an ongoing process.
We are currently reviewing our departmental compliance statements, as we do each year to ensure we remain compliant across all areas of the business.
We are fully compliant in GDPR but we are not complacent. We care about our customers and staff and the wider environment. We understand how important it is to ensure that, as custodians of data, we treat it and our stakeholders respectfully.