asra we are currently on a roll with a quacking project. Following
consultation with colleagues and customers we discovered some
obvious things (our housing staff wanted to spend more time with
customers, our customers wanted more accessible housing staff) and
some unobvious solutions. Involving ducks.
By Spring 2014 all of asra's offices will be paperless. We've
already introduced mobile working, equipping all housing, income
and surveyor colleagues with tablet computers and I-Tracker
technology to enable them to log-in and check live information on
rents and anti-social behaviour. All from the comfort of a
customers' living room.
Nine months into the mobile working project and a survey of
colleagues showed that on average colleagues are now spending 59%
of their time with customers, as opposed to just 22% in October.
Last October, when many teams were just starting to mobile work,
colleagues were spending 52% of their time in the office. Now it's
just 6 per cent, which means colleagues are spending farm more time
The next stage is Project Duck, so named because we are working
with Document management specialists Documotive to make all of our
offices paper-free. Docu - duck, do you get it?
Over the next few months, more than two million pieces of paper
are being scanned onto our database - giving colleagues access to
customer and partner information. It'll mean an end to sifting
through filing cabinets and an end to piles of paper. And also an
end to an old way of working that was inefficient and less useful
to customers and colleagues.
Scanning in letters at the moment of receipt for multiple access
by colleagues, for example, encourages better sharing of
information. So if a customer has a query and the housing officer
is out in the field, they can better answer that question there and
then. This will certainly be another feather in the cap and a key
reason why customer satisfaction has risen to 85% within six
months, which is 5% above target.
All proving that we're no lame duck.