• Skip to primary navigation
  • Skip to main content
  • Skip to primary sidebar
  • Skip to footer
Housing Technology logo

Housing Technology

Housing | IT | Telecoms | Business | Ecology

  • Free Subscription
  • Search Archive
  • Home
  • Research
  • Magazine
  • Events
  • Recruitment
  • Blog
  • On Demand
  • Contact
Home / Free Subscriber Access / Bite-sized shared services

Bite-sized shared services

Housing Technology interviewed Comparex’s public sector director, Chris Bartlett, on why housing providers should consider adopting shared IT and business services for some of their operations and how to go about it.

Why adopt shared services?

Digital transformation has been a huge driver of change across the housing sector, and while transformation is not new, many of the benefits and challenges experienced along the way are, so many housing executives will have already travelled along the same path. This means housing organisations are working together to a greater extent and being far more open to sharing their experiences and challenges by providing advice and work-arounds to their peers. And as cuts to funding continue, we can expect the popularity of shared services to continue to grow.

Housing providers are leaning towards a shared model because it results in cost benefits and allows for more collaboration between public and private organisations – offering greater mobility, modernisation, and the sharing of knowledge and data.

Housing providers are already taking their first steps in shared services, bringing together their respective talents and specialisms to drive reduced costs, improved integration, and forge stronger working relationships, resulting in a more refined and valuable experience for their staff and their tenants.

Critical success factors

So far, we’ve seen the greatest success when housing providers can demonstrate the challenges and benefits to each other via tangible, real-world scenarios. In addition, the success of any project begins at the planning and discovery stage; as a result, we’re seeing housing providers benefit most from shared services and development when they engage with peers and partners at the very start of their journey to ask for that crucial advice and support.

Technology, business & cultural alignment

Clear and concise project planning will help to align and make the transition much smoother, allowing stakeholders to properly visualise and map their internal needs and requirements, and those of the partner organisation.

While it’s easy to say that resources can be shared because housing units and departments have the same functional names, the processes, knowledge and experience are what makes them unique. Understanding those differences, and being complementary to the skillsets and overall visions of both organisations provides far greater opportunity for integration and collaboration.

Bringing multiple services and resources together will result in a mix of working practices, cultures and knowledge, so accepting that and playing to each other’s strengths over time will result in much better and deeper integrations. Having that full knowledge in advance will make project management, timelines and the eventual alignment significantly more rewarding.

Monitoring performance

Housing organisations should always take the approach that if it’s not measured, it can’t be demonstrably improved. So define targeted and relevant metrics that matter to your area of the business.

For example, measuring the number of answered job tickets within an IT department may be a useful metric but it only shows half of the story; the ticket may have been closed but is it really a success if the customer’s problem hasn’t been resolved to their satisfaction? Organisations should define KPIs and SLAs that reflect the role each department plays in the organisation, and use those metrics to improve customer service and service management.

Chris Bartlett is the public sector director for Comparex.

See More On:

  • Vendor: Comparex
  • Topic: Infrastructure
  • Publication Date: 067 - January 2019
  • Type: Contributed Articles

Primary Sidebar

Most Recent Articles

  • Free cyber-defence tools from NCSC
  • Learning from history
  • Grand Union Housing gets connected with Aico HomeLink
  • The silences in the system: Predicting and preventing damp and mould
  • Looking back and to the future: Cyberthreats in social housing
  • Hyde signs repairs contract with Totalmobile
  • Fuelling high performance automation
  • Morgan Sindall’s Carbon Zero decarbonisation tool
  • An ethical approach to arrears
  • Housing and the ever-evolving workplace
  • Supporting residents with home safety risks
  • Less innovation & more service design at RHP
  • Ateb Group outsources IT help desks to Central Networks
  • Capital Letters partners with Evo Digital to tackle homelessness
  • Calico appoints M247 for digital transformation
  • 24/7 care requires 24/7 technology
  • Govtech trends for 2023
  • Are you ready for business process automation?
  • Lincoln council moves to the cloud with Civica
  • Why do IT business improvement projects fail?
  • Flagship and Ebrik launch augmented reality app
  • Following the golden thread
  • Setting the standard for carbon-monoxide protection
  • The business case for data
  • Digital twins – When, not if…
  • Using data to build communities
  • The cyber-security jigsaw’s missing piece – Managed detection & response
  • Cyber-security challenges in housing
  • Digitalising retrofits with SHDF & HomeLink
  • Tips for improving care and support

Footer

Housing Technology
  • Instagram
  • LinkedIn
  • Twitter
  • YouTube
  • Contact
  • Free Subscription
  • Book an event
  • Blog
  • Search All Articles
  • Research
  • Update Your Subscription
  • Privacy Policy

Welcome to the housing Technology – Trusted Information For Business Professionals in HOusing

Housing Technology is the leading technology information service for the UK housing sector and local governments. We have always believed in the fundamental importance of how the UK’s social housing providers use technology to improve their tenants’ lives.

Subscribe to Housing Technology to gain market-leading research, unsurpassed peer networking opportunities and a greater understanding of your role to transform your business.

Copyright © The Intelligent Business Company 2022 | Terms and Conditions | Privacy Policy
Housing Technology is published by the The Intelligent Business Company. A company with limited liability. Registered in England No. 4958057 | Vat Registion No. 833 0069 55.

Registered Business Address: Hoppingwood Farm, Robin Hood Way, London, SW20 0AB | Telephone: +44 (0) 20 8336 2293

htc23 pop banner