Gate One and RHP – improving lives by improving digital experience
Richmond Housing Partnership (RHP) is a social housing provider with over 10,000 properties. RHP supports key workers, retirees and those from a low socio-economic background, with a disability or mental health problems. Faced with declining revenues and heightened customer digital expectations the company needed to reinvent their business model to maintain their status as a self-sustaining not for profit organisation.
RHP’s less digitally savvy customer base and restricted budget made an extensive omni-channel digital transformation, a challenge even for large corporates,even more difficult. Creativity and innovation were needed to help launch online services.
Delivering an end-to-end digital transformation
In a bold move, Gate One delivered an end-to-end digital transformation, covering all elements from omni-channel strategy, customer experience mapping, operating model design, building digital capabilities, piloting new technologies and customer channel migration, underpinned by innovative culture change initiatives and a focus on benefits realisation.
The digital transformation was achieved by engaging with the customer throughout the whole two year journey, fostering a genuine partner relationship. Several key benefits were delivered:
1. Improved customer experience and digital inclusion: Residents can access services at any time from any device and most customers now self-serve through digital channels, 80% of repair bookings are made online (up from 9%) and 99% of payments are electronic (up from 60%). As a result, the customer satisfaction levels have risen to 84%.
2. Faster and responsive service delivery: Issues are now resolved in four hours instead of four days. Web chat and social media serves customers more efficiently and call volumes have reduced by 31%.
3. Reduction in organisation costs: By using cheaper digital channels and moving to customer self-service the contact centre has reduced costs by 45% and 30% of customer service staff have been reallocated to other activities.
Because of the team’s determined approach, RHP achieved its hugely ambitious aims of significantly increasing their Customer Service Index rating, becoming a top 25 service delivery organisation in the UK.
RHP is now ranked #1 in Dolphin Innovation Index and is seen as a leader in the digital arena. RHP’s residents have also experienced impressive benefits: they are more digitally included, therefore more financially and socially included and more likely to find work and pay their rent.
How winning has boosted the business’s bottom line
Gate One entered the UK Digital Experience Awards to share this outstanding piece of work.
"I am inspired by Gate One ideas. They have made me think completely differently about online service delivery – and what’s possible"
Entering the awards allows Gate One to demonstrate to other housing associations seeking to replicate RHP’s digital journey what is achievable.
Thanks to winning this award, Gate One secured a substantial contract with The Guinness Partnership and continues to work with RHP on their service offer. To develop our initiative further, the work has been ‘wrapped up’ into a commercial package so it can be offered to other housing associations.