Intro
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sadly there's only a couple of partners
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left as we entering into this beta stage
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which i'll come back to in a minute but
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if anybody wants to get involved please
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get in touch with me
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i've got my twitter feed on there as
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well
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my role for this project is the product
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owner and i work with city linking
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council
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has that slide moved over on for
THE PROBLEM
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everybody
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yeah it's all good fraser cool thank you
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very much
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okay um yeah so the problem that we're
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facing here is that for anybody that or
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for any authorities that deal with
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council repairs will know and that it's
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likely going to be your highest core
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volume reason
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and not just with people logging new
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calls it's people chasing up finding out
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what's going on there's a lot of failure
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demand around this
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and we
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have calculated that it's costing us
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over 30 million per annum in handling
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this across our sector but we've also
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got lots of barriers to adoption from
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customers like lack of trust in our
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digital services
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and the demographics that go alongside
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this so there's got lots of problems
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that we need to solve this project
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and we've started this process off we've
OUR JOURNEY AND PROCESS
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already been through discovery and alpha
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and then we spent a bit more time in a
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technical alpha trying to understand the
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well actually all of this is a great
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idea we've got a real good common
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service pattern in place now we
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understand our user needs we've been
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following the agile rules but it's kind
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of well how do we actually make this
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become a reality so we've spent time
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talking with some of the market leaders
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in terms of civica north gate capital
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drs total mobile et cetera et cetera and
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we've had lots of authorities involved
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with us as we've been through this so we
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started in 2019 with discovery
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and also in 2019 we went to alpha and
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then it was just last year that we
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completed that technical alpha to
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think about well how do we make this
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thing a real product for us
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we've been trying to work in the open as
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much as we can do um for me certainly
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it's something kind of new and getting
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used to that but we've set up a blog
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website i'm sure these slides will be
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shared out but the links are in here so
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you can kind of follow our story on
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there
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we've got a youtube channel with the
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show and tells etcetera on there i've
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also trying to be engaging with the
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kind of support sectors around this so
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we've reached out to tech uk had a
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session presentation with those we've
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had a real good relationship with hacked
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and understanding how we can build upon
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their apis
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and jem a colleague on here representing
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the thistle group from london councils
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so just trying to reach out to as many
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people as we can and engage as much as
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as possible and obviously attend to
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things like today
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so
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what we have been through is quite a
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journey so far we've had lots of user
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interviews over 80 people we've spoken
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to over 500 thousand lines of data gone
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through
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i've already mentioned some of the
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suppliers that we've
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talked about you can read the rest of
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yourselves on there
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so what we have learned is that the
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current process that most councils have
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in place are designed around our needs i
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i hear the council's needs
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and
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one thing that's been common across all
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the partners we've worked with is our
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housing management system is at the core
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and center of all this
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uh process which is
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kind of why it's designed around our
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needs to be honest
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so what we're trying to do is challenge
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that look for that opportunity to
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disrupt the market think about is there
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actually a better place that we can talk
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to in terms of creating that repair that
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leaves the customers with that
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all-important uh appointment time
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um
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and the
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for the large part
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the
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customers that we've spoken to really
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don't want logins to go through this
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process they see it as a barrier it's
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just another set of
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usernames and passwords for them to
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remember and as it's a real important
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subject for them they just want to be
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able to get on and do things quickly
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and there is a lot of
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different systems across all of this as
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well although we're all quite commonly
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used the same few
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it seems that we've all somehow bought
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the different ones of every component
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and are all on a slightly different
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version
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so we've gone through some uh
THE PROTOTYPE
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prototyping as mentioned earlier we've
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tested this with a large number of
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customers again the links on there you
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can click on it take a look have a play
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with this happy for any feedback but
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this is built on those principles that
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were learnt in discovery that customers
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don't want that login that actually
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using tech space instead of pictures is
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a much better way for people to
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select the repairs on here and we're
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also trying to enrich that reporting
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process so that customers can either
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submit videos
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photos of that problem rather than
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trying to get the customer to just
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always
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tell us in sor words if any of you know
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that world how complicated that can be
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i mean one of the things that we did
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find as well is that there's around 2
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000 slrs in the scheduler rates between
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lincoln and suvik out of the top 100
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slrs we use we shared five i mean it
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just gives you an idea on how
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each council can set this up so
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differently
THE PLAN
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so what we're trying to do next is
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moving to our big interface to build
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this thing we're just going through our
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procurement process at the moment
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it's just closed the other day so we're
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just going to go through the
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shortlisting hopefully we're going to
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get the project kickoff in late july
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but the thing that we're really focusing
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on here is that we're scrapping that
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building it around our needs of the
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council's needs and we're going to trial
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building this integrating with the
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scheduling software because as far as
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the customer is concerned it's that
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appointment date and time that's the
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important thing to them and it's the
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kind of assumption that we have at the
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moment that that's the main reason that
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this isn't used
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where um authorities do have a logging
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process in place at the moment because
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it goes into housing management system
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it seems to leave that bit of the puzzle
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out of it
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and there's often a oh here's my repair
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and somebody calls you back and gives
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you an appointment date and time which
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doesn't drive that kind of
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culture of
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a common contact point in there and so
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we're hoping that we can get that
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digital contact as that first one leave
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the customers everything they need and
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we're really going to be looking to
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leverage uh tours like gov notify
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throughout this so that we can keep the
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customers informed and up-to-date of
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their repair process
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so
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yeah in summary we're going to be
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hitting this phase one
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uh running with
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one software supplier in that first
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instance hopefully in sandbox
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environment
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considering how we're going to build our
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common api out from there and build this
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product out
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we'll be looking at phase two to expand
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that to
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the other authority partner that's
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involved and consider how we actually
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get more sorr type classifications built
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in and
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make it configurable for customers
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for the council's picky pardon
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and lastly it's about well let's see how
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do we make this a reusable thing so this
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is a real big and important part of the
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project and where we really need
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people off this course input um to get
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involved with us
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if you're interested in being a part of
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this later on down the line about how we
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can kind of share this package it up and
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get people using it and take on the
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learning that we've gone through so far
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so if you do want to get involved
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that was a slow transition um there is
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the website that link on there will take
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you to our contact form
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or you just email me direct there's my
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twitter handle as well at the beginning
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but i've got to be honest i'm not very
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good on twitter so i'd rather you email
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me
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but please feel free to reach out get in
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touch have a look at all the good work
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that's going on so far throughout this
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yeah drop us any questions if you do
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have any