*Phase 3, Sprint 8*
Manage Arrears is an arrears case management system with the vision to create a simple service for residents and caseworkers that is easy to use and improves arrears management and collection.
The current phase will be ending soon. During this phase there has been a strong emphasis on our Rents caseworkers needs to encourage them to use the system. Our team has addressed these needs by:
– Implementing patches
– Making the system more usable for caseworkers by adjusting the case prioritisation
– Separating Leasehold information from Rents
We have onboarded two teams from Rents and the findings to date have been that some of the cases are not falling into the correct classifications e.g. cases which do not need attention are being picked up for letter automation. As a result, we are focusing our resources on ensuring that the Letter 1, Letter 2 and NOSP classifications are correct so we can switch on automation by the end of the phase.
This week’s highlights
- Accessibility Testing
Many thanks to Gill for leading the Accessibility ‘hackathon’ on 7/1/2020 and providing us with a draft report in time for our Service Assessment. It was great to be a part of this session as it now means I can confidently repeat this and do more regular checks throughout future developments. The output of the report highlighted 14 issues, six of which were high, five were medium and three were low severities. I am due to review the report with the developers next week and put a plan in place to address it.
- Service Standard Assessment
Over the past few weeks, we have been preparing for our service assessment which took place on 9/10/2020. Many thanks to the great panel of assessors which objectively assessed Phase 3 against the 14 GDS service standards. The outcome was not as great as we would have liked, we fully ‘Met’ 7 standards, ‘Partially Met’ 5 standards and Failed 1 standard. We will be reviewing the recommendations and the output will be published shortly.
- Application Support
Meeting with our internal support team and putting a plan in place for handover at the end of the month.
- Implementing a quick win
One of the rent’s team leaders asked if we could display Court and Eviction dates within the caseworker’s worktabs, to save officers from having to click into each case to find this. This feature was released on friday. This provides value to not only the onboarded caseworkers but also other officers.
- Limited resources within the service area to update missing UH data
- Managing the cycle of timing fixing snags and providing users with enough time to check cases for each classification before the project comes to an end
The plan for next week includes;
- Continuing to snag Letter 1 and 2 classifications so we can switch on automation
- User Feedback session on Tuesday 14/01/2019
- Show and Tell Wednesday 15/01/2019 @3pm 4th Floor HSC