Moray Council has centralised all of its customer services, including mobile housing repairs, to a single contact centre using NDL’s awiMX and awiSX integration software. After a review to find opportunities to simplify, standardise or share processes for service improvements and money saving, Moray Council wanted to remove multiple contact points for different services by…
NDL streamlines Moray Council’s mobile servicesRead More →
066 - November 2018
BT’s Brunkard joins Accent
Accent has appointed Philip Brunkard, a senior BT consultant, as a non-executive director on its newly formed customer experience committee. Philip Brunkard, CIO for regional government and health, BT, said, “I’m really looking forward to working with my new colleagues to deliver Accent’s key objectives around fantastic service and new homes, which will help Accent…
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Thriving through digital transformation
Midland Heart’s director of IT, Kathryn Downs, ORM’s founder and managing partner, Peter Gough, and Rackspace’s senior business development manager, Leon Blakely, explain how embracing new technologies could be a game changer for housing providers. Midland Heart’s Kathryn Downs said, “The biggest challenges in the social housing sector are an increasing pressure to build affordable…
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How humans, Alexa and robots can improve lives
If somebody said to you five years ago, that artificial intelligence (AI) would now be making inroads into the housing sector, would you have believed it or simply dismissed it? Looking at AI from a more general perspective, at the turn of the millennium, I wonder how many people truly conceived it as being possible…
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Digital transformation – The challenges and opportunities
Citizens have come to expect a certain level of digital interaction with all organisations, including public sector ones. From council tax payments to parking permits, refuse collection to street lighting, public sector organisations interact with the majority of the population in many different ways. As digital technologies continue to permeate our daily lives, the challenges…
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Communications for innovation and growth
The terms ‘digital transformation’, ‘customer experience’ and ‘user adoption’ are hot topics in the housing sector at the moment, and for good reason given the rapidly changing landscape. It’s pleasing to see that traditional ICT departments are now rebranding into digital teams working collaboratively with colleagues from housing and contact centres. There’s been a considerable…
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