Manage Arrears Weeknotes: w.c. 10.6.2019

This week began with our Manage Arrears Service Standard Assessment, which took place on Monday. We met all standards, apart from two which were ‘Partially Met’. The critique received on these was valid and the recommendations for improvement will be taken on-board. The two partially met standards were;

Criteria 2 “Ensure a suitably skilled, sustainable multidisciplinary team, led by a senior service manager with decision making responsibility, can design, build and improve the service”.

Criteria 8 “Test the end-to-end service”.

I would like to thank all of our participants for their commitment, preparation and for really engaging during the session. A special thanks to Trish Hadden who stood in for our Product Owner at the short notice and many thanks to Faisal Gajia for joining the panel as our external assessor from Newham. Faisal mentioned it is nice to see organisations take time to review their products and services and that this is something he will share with Newham. The complete version of the assessment will be circulated shortly.

This week we also facilitated a Priority Scoring workshop with the Income Collection Team. The Income Collection team have a clear vision of how they would prefer their cases to be ordered and as a by-product, we identified a few extra opportunities for automation.

Bugs: Concerns were raised by +Rashmi Shetty’s team this week in relation to the congestion caused by the Income Collection API. It was affecting other services which were trying to query the DB such as production Repairs API. We arranged for Made Tech to refactor the code on Manage Arrears application and deployed it to Live earlier today.

This bug also had an impact on Leasehold Service sending their letters on Thursday. They are now due to complete their next run of approx 800 letters on Monday.

Next week: Our Manage Arrears focus is phase three’s business case.

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