Daventry and District Housing, part of the Futures Housing Group, is delivering real-time data about key indicators, such as tenancy levels, levels of service, calls answered and calls waiting, and complaints logged using digital signage from Navaho in its customer service, reception and staff break-out areas.
Lindsey Williams, group chief executive, Futures Housing Group, said, “Navaho’s MediaCat has enhanced our communications with real-time information available to team members and visitors to the office. This has helped us to reinforce key messages, leading to greater awareness and understanding of the company’s vision and values. At the same time we have been able to use the screens to communicate performance and, in turn, drive a culture of continuous improvement.”
In DDH’s customer service area, key performance indicators were previously logged by the customer services team and then retrospectively reported during monthly review meetings. Key statistics are now displayed on screens along with the business performance data, which is updated every ten seconds, as Navaho’s MediaCat allows organisations to take live statistical data and display this information in real-time using various methods including graphs or charts. The information is now visible in real-time to everyone in the customer service area and this has affected staff performance levels, helping them to meet and retain targets.
The staff break-out area screens are designed to reinforce motivational messages to staff. DDH’s mission and values, performance information and details of current and future projects from all areas are displayed. As a result, every member of staff has a broader knowledge of each team which has in turn improved staff awareness and generally improved DDH staff morale.
In the reception area, welcome messages are now displayed along with opening hours, crucial services available, tenant information and any planned forthcoming events. At a click of a button, these messages can be updated instantly.
Physical installation of the Navaho system took one week during September 2009, followed by two weeks’ work to implement the live data feeds and graphical performance information. Futures Housing Group reported that the Navaho implementation cost around £22,000 for a six screen MediaCat solutions plus a systems administrator station for content authoring.