|Organisation||London Borough of Hackney|
|Collaboration Level||Share Ideas|
|Budget||£100k > £250k|
|Key Contact||Jasmeen Sangha|
|Phase start||16 April 2018|
|Phase Estimated end||01 June 2018|
Hackney is undertaking a programme of work to develop the digital services necessary to ensure that tools for tenants, leaseholders and staff are so good, people prefer to use them.
Hackney has approximately 32,000 tenants and leaseholders. Its repairs contact centre receives 171,000 calls per year, which are roughly split between new requests and calls following-up existing requests.
This is one of three projects to improve repairs. The others will tackle the process of sending an operative to a job, and managing the finances around a repair. Problem to be solved The previous online repairs solution had low uptake whilst a number of frictions in the technology experience of handling calls frustrated residents and staff. The technology integrations between part of the repairs service are complex and cannot be monitored in realtime.
This project is designed to improve the current solution, ensure that the software in the repairs contact centre supports a high quality experience, and support the raising of communal repairs.