Amicus Horizon XXXXX Making homes helping people Amicus

Amicus. Horizon XXXXX Making homes, helping people Amicus. Horizon - Promoting financial inclusion through innovation Housing Technology Conference – 26/02/2014 John Barr David Ellis www. amicushorizon. org. uk Director of Customer Experience Financial Inclusion Manager

Today’s presentation… Amicus. Horizon XXXXX Making homes, helping people • Introduce Amicus. Horizon • Financial Inclusion Strategy – our commitment • Getting the information out there • Help customers understand how the reforms affect them • Help customers improve their financial situation • Technology (esp. CRM and mobile working) www. amicushorizon. org. uk

Key words… Amicus. Horizon XXXXX www. amicushorizon. org. uk Making homes, helping people

Our homes Amicus. Horizon XXXXX Making homes, helping people +28, 000 homes in London and the South East www. amicushorizon. org. uk

The numbers Amicus. Horizon XXXXX Making homes, helping people Open 08. 00 - 20. 00 weekdays, 09. 00 -13. 00 Saturdays… Each Month: • 26, 000 calls • • +1, 000 satisfaction surveys (by phone) +3, 000+ items of post +700 emails minimum social media www. amicushorizon. org. uk

Listen… Amicus. Horizon XXXXX www. amicushorizon. org. uk Making homes, helping people

Strategic approach Amicus. Horizon XXXXX www. amicushorizon. org. uk Making homes, helping people

Key FI Objectives… Amicus. Horizon XXXXX • Raise awareness through a variety of media • Give staff knowledge at their fingertips • Customer insight • Digital Inclusion campaign • Signpost to financial advice • CRM • Mobile working www. amicushorizon. org. uk Making homes, helping people

Raise awareness… Amicus. Horizon XXXXX • Traditional - Newsletters, leaflets, posters etc. • DVDs • Youtube videos • Social Media • Online benefit calculators • Website links • Website self referral and FAQs • Staff conference – case studies www. amicushorizon. org. uk Making homes, helping people

Website links… Amicus. Horizon XXXXX www. amicushorizon. org. uk Making homes, helping people

CRM – lift off. . . Amicus. Horizon XXXXX Making homes, helping people • As agreed in Customer Experience Strategy… • 50 of us went to BT innovation centre in Ipswich • 3 creative days (7 am to 7 pm)…fuelled by chocolate • Used customer stories to understand where we could improve • Looked at finding innovative solutions • CRM started to take shape • Prioritised mobile solutions www. amicushorizon. org. uk

Delivering CRM Amicus. Horizon XXXXX Making homes, helping people Getting started – Dec 2010 Ø Set up CRM project board (inc. Directors of CE, IT and Finance) Ø Set up a multi-dept project team Ø Team of 7 met twice a week Ø Identified how customers contact us Ø Process map – ‘As is’ Ø Process map – ‘To be’ Ø Developed a CRM master plan Ø Cleaned up all our data www. amicushorizon. org. uk

Going live…. Amicus. Horizon XXXXX Getting CRM off the ground – Dec 2011 Ø Focused on a small team Ø Identify their key touch points Ø Identified the customer detail required Ø Developed visual cues to quickly identify need Ø Provided training (inc. materials) www. amicushorizon. org. uk Making homes, helping people

Fingertips… Amicus. Horizon XXXXX • Log every customer contact • “One view” of : o Customers o Files o Homes • Improve customer profiling – tailor services to meet needs • Advantages: o Efficient – view other systems o Guided scripts o Workflows o Visual cues o Nothing gets lost o Agent to expert www. amicushorizon. org. uk Making homes, helping people

CRM in numbers. . Amicus. Horizon XXXXX Where are we now? § 20 – 30, 000 cases logged a month (big data) § 706 full (read & write) users § More cases logged outside our contact centre § CRM PEGs – Feedback from users § 1 stop CRM Share. Point page I. II. www. amicushorizon. org. uk Access to quick guides Regular posts Making homes, helping people

Mobilising financial inclusion Amicus. Horizon XXXXX www. amicushorizon. org. uk Making homes, helping people

Opportunity knocks Amicus. Horizon XXXXX Making homes, helping people Welfare Reform created the driver for us to change the way we worked • 19, 500 working age households • 10, 500 receiving Housing Benefit • 8, 000 likely to receive Direct Payments under Universal Credit • 1500 Amicus. Horizon customers affected by Under occupation • £ 1. 2 million – Potential loss in income to AH • 8, 000 likely to receive Direct Payments www. amicushorizon. org. uk

Financial Inclusion journey Amicus. Horizon XXXXX • Assembled a team and started with… • Process Maps ‘As is’ and ‘To be’ – Enabled us to identify and implement • Consistency • Efficiency • Accuracy • Business Case – Showed what we wanted to achieve – Benefits we would realise • Created and followed a project – With plans and checkpoints www. amicushorizon. org. uk Making homes, helping people

Financial Inclusion journey Amicus. Horizon XXXXX Making homes, helping people • Specification – Created our build bible (it’s 70 pages long) • Build phase – We built the app internally with a little help with our suppliers – We integrated it with Outlook, CRM and Housing Management system • Tested – We thoroughly tested it through 3 iterations www. amicushorizon. org. uk

Financial Inclusion journey Amicus. Horizon XXXXX Training • Tested/trained at the same time • Created training materials Went Live • Now live • Support first 6 weeks • By project team • Teleconferences for feedback www. amicushorizon. org. uk Making homes, helping people

How it works …. . Amicus. Horizon XXXXX Making homes, helping people • CRM case created, which in turn creates an appointment in Outlook • 1 st Touch reads Outlook and collects: – Essential data – Supporting data • Pre-appointment tasks: – Customer servicing (“I’m on my way”; texting etc) – Team management and potentially lone (not loan!) working www. amicushorizon. org. uk

How it works …. . Amicus. Horizon XXXXX Making homes, helping people • Broader background information (deal with other enquiries) • Primary visit screen capture details (I&E, Benefit cap, Under -occupancy) • Actions and outcomes (Book courses, Referrals, Want to move) • Signatures (help data protection) • System(s) updated • Actions distributed www. amicushorizon. org. uk

Home visits. . . Amicus. Horizon XXXXX Making homes, helping people • Real-time, accurate, reliable data • Visual cues and customer preferences • Mobile Technology – systems at our fingertips • Opportunities for mini digital inclusion sessions • Update information/action, create cases immediately • 2 more visits per officer per day www. amicushorizon. org. uk

Let’s take a look …… Amicus. Horizon XXXXX www. amicushorizon. org. uk Making homes, helping people

Let’s take a look ……. Amicus. Horizon XXXXX www. amicushorizon. org. uk Making homes, helping people

My landlord app Amicus. Horizon XXXXX www. amicushorizon. org. uk Making homes, helping people

Digital TV Amicus. Horizon XXXXX www. amicushorizon. org. uk Making homes, helping people

Changing lives… Making homes, helping people Amicus. Horizon XXXXX We’ve helped customers claim: • Over 400 Discretionary housing payments “They were absolutely brilliant. o helpful in of crisis, I was very grateful” • £ 21, 000 additional weekly benefit (£ 1 m annually) • £ 261 k in ‘one off’ lump sum payments • £ 1. 4 million in extra income/benefits And …. • 100% Customer satisfaction (FI Team) • 1160 FI cases created • 100% customer satisfaction (with FI service) • 0% No increase in arrears despite Welfare Reform www. amicushorizon. org. uk

Amicus. Horizon XXXXX Making homes, helping people Thank you & questions… www. amicushorizon. org. uk