Hackney Homes, an ALMO set up by Hackney Council, will overhaul its entire IT operation over the next two years after a £1.9 million shared risk and reward agreement with Civica.
The new infrastructure will be based on Civica’s Universal Housing and Servitor products. Hackney Homes’ new systems will include contact centre applications for ‘first-time fix’ for tenant enquiries, online services to automate common tenant requests and processes, mobile working systems for maintenance and repairs staff, a new home-working infrastructure, anti-social behaviour tracking software, and workflow software to enhance staff productivity and consistency.
Trish Haill, head of ICT services, Hackney Homes, said, “Rather than update existing systems, we wanted to start afresh, implementing the latest technology to deliver a cutting-edge service to tenants and an improved working environment for the Hackney Homes team.”
The shared risk and reward structure of the deal is based on Civica’s technology implementations and services being measured against improvements in service delivery and efficiency, customer satisfaction scores, and improvements in Hackney Homes’ star rating from the Audit Commission.
The first phase of the project is expected to be completed in September 2008, comprising the new anti-social behaviour and contact centre systems.