Understanding user need for technology in housing

We are working with our colleagues in housing and FutureGov to understand what our tenants and leaseholders need from the Council’s housing service, and look at how technology can support those needs.

The work has identified that too often many of our existing processes and systems are too complex for most residents. And because these have developed organically over time, it can often be hard for the service to be confident it has the information it needs to make the right decisions about how to handle problems and where to invest. That’s the starting point for a new piece of work to decide on what technology is needed – including whether the ‘one system’ approach is actually the right one, or whether we should move towards a more ‘loosely coupled’ approach.

One of the most powerful findings of our research has been that the services and processes which support our tenants and leaseholders share many of the same characteristics as the services and processes needed for many other transactional services that the Council provides for our citizens. Reporting a blocked drain isn’t so very different from reporting a broken streetlight – or at least, it shouldn’t be.

Happily, this work fits very neatly with three other workstreams in our programme to deliver digital change for everyone:

  1. our review of our CRM platform
  2. the need to renew our master data solution
  3. work to understand how we accelerate the delivery of services through Hackney’s One Account

This is a great opportunity for us to think much more broadly about the underlying technology we use, and how we can build on it to make sure that we support successful, cost-effective customer journeys based on a single view of our customers and assets (homes, buildings etc).

We are now assembling the team needed to make this happen. The team will comprise user research, service design and development skills, overseen by a Product Owner empowered to make decisions about the design of the service. We will reduce the risk of this complex project by working to Agile principles: breaking down the requirement into individual user stories, delivering them in fortnightly batches (or sprints) with the priority of testing working code directly with residents in weeks and using their feedback to drive our direction.

So, rather than just buying a new housing solution, we’re planning to look at how far we can go by using generic solutions which we can use as a platform to build the end-to-end digital services that our residents need. Throughout the project we’ll be working openly. Nothing we do is likely to be unique to Hackney. If other local authorities, housing associations, or innovative software companies have part of the solution already, or want to work with us to fill a gap in user needs, we’d love to look at the potential to work together and share our learning.

This project will be our next major step towards the ICT service that the Council wants, and our residents need. We’ll be consolidating the ideas we have already been working with: user-centred design, Agile, open source development and working to the local government digital service standard.

This isn’t ICT-led or technology-led change. We want it to be genuine service transformation facilitated by the vision of the senior leadership of the organisation. We’re fortunate to work in such circumstances, which makes it all the more important that we deliver the right solutions for our tenants and leaseholders.

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