Leicester City Council has deployed Remote Assistance from Totalmobile. The cloud-based video diagnostics system enables potential jobs to be remotely triaged and prioritised without the need to send an operative to residents’ homes.
Configured and deployed in just four days, the Totalmobile software is being used in the council’s housing repairs and maintenance department. And aside from minimising face-to-face contact during the pandemic, the council estimates that Remote Assistance will save around 9,000 pre-diagnostic visits per year and improve its ‘first-time fix’ rate by 10 per cent.
Kevin Wheeler, programme manager, Leicester City Council, said, “In light of the current challenges presented by coronavirus, it was essential that we invested in technology that enabled our teams to continue to operate while putting their safety and that of our tenants at the heart of any process.
“With the help of Totalmobile, we’ve been able to implement Remote Assistance very quickly to provide a support service via a shared video stream with the tenant. This allows us to work with them to assess their requirements and help them safely carry out simple tasks such as boiler resets themselves. This means we can triage jobs better in order to prioritise emergency work and reduce the risk for both residents and our maintenance teams.”