Capita has won contracts with MHS Homes and Rochdale Boroughwide Housing to deliver ResponsEye, a video-streaming solution developed from Capita’s emergency services software, 999eye.
ResponsEye enables tenants to live-stream videos direct to their housing provider’s customer support teams, without the need for a dedicated app. Tenants experiencing a problem with the property, such as a leaky tap or tripped circuit breaker, can show property maintenance staff what the exact problem is through a video link.
When a housing provider receives a call from a tenant, they will be asked if they would like to provide a live video stream of the scene using their smartphone or tablet. Using ResponsEye, the operative will send a text or email message with a secure, one-time link that opens a live stream direct from the device to the customer adviser. No data is taken from or stored on the caller’s device.
Calls will be handled by the customer contact centre in the first instance and if the problem is more complicated, the call will be passed to a repairs or housing officer who will have the technical experience to advise the tenant accordingly.
Being able to view the property in real time will help operatives evaluate the situation and advise tenants on how to fix the issue, such as where the fuse box is and how to ‘un-trip’ the switch. If the engineer must visit the property to fix an issue, such as a leaky tap, the video would have helped them identify the exact replacement part required.
Andy Hamlyn, managing director, Capita One, said, “This is a great example of how versatile our software solutions are and how they can be applied to different sectors. We pride ourselves in developing and adapting technologies to deliver the best solutions and services for our clients so they can deliver better outcomes to their communities.”
Capita’s 999eye was initially developed to enable emergency callers to share accurate location information through live incident footage with control room operators. This ‘eyes on the scene’ technology helps to give despatchers an accurate picture of exactly what help is required and enable quick decision-making. It is currently used by 30 emergency services across the UK and the US.
