This week +Elaine Geeves and I aligned the new Manage Arrears prioritisation scoring adjustments up with the Manage Arrears Message Flow which will be used to automate communications and the RAG which categorises the cases. We will be sharing this with the wider income collection team shortly, to ensure everyone has a shared understanding of how the three fit together. Many thanks to +Elaine Geeves we needed this!
The important cases with high priorities will be correctly positioned and no cases will fall through the gaps. The good thing that came out of this exercise was that no major changes are required to make the three elements work together.
We also shortlisted the Digital marketplace applicants for Phase 3’s business case this week and last week we said thanked and goodbye to +Guy Whitfield, the Senior Delivery Manager on our project.
As mentioned in the previous week notes, the business case for Phase 3 includes a few key workstreams. Our focus for next week will be finalising the finer details in the two areas below:
1. Letter Before Action
2. Case Details Layout
Letter Before Action (Leasehold Services Team’s arrears letter)
Amending the ‘Letter before action’ and adding it into the system will benefit both the Lessees and caseworkers. We will be meeting with Team leads to discuss options and agree its format for the next phase.
Case Details Layout
We will be working on prototypes to capture the layout improvements in the backlog with the aim to obtain feedback from the users in the following week. The outcomes of both will be attached to existing cards in our backlog helping to ensure they are clear and stories are ready for the new team for Phase 3 join.