Housing association chief executives ‘have heads in the cloud but not services’
Published by Brian Church for 24dash.com in Housing
Pressure for ‘more from less’ drives council choices
Housing association chief executives have been accused of “having their heads in the cloud, but not their services” by IT group KANA Software.
It surveyed chief executives together managing more than 1.5 million rented properties and found that “whilst most recognise the importance of new technology in delivering efficiencies and better services to tenants, less than 20% have a full understanding of their existing systems”.
According to the survey:
• In the next 2-3 years, only 3% of organisations envisage all of their services being available online.
• Almost half (47%) believe that the majority of their services will remain offline.
• 10% have no plans to implement mobile access for customers.
"Many tenants in social housing will have limited or unreliable access to the internet and housing providers are particularly sensitive to this group ... Our research highlights a disparity between the positive intentions of housing authorities to improve services and the strategies in place to do so," said KANA’s David Moody, head of worldwide product development.
"The vast majority of housing providers see social media and self-service as valuable elements yet many have no plans to integrate such platforms with digital channels … By re-purposing existing technology, moving services online need not be a costly exercise with significant benefits to all customers."