Getting outside help with IT worked for Gallions Housing Association. Could it work for you?
We've developed a website for our customers that includes a repair request facility. It enables customers to click on a specific room or part of the house, to identify a repair such as a leaking tap, for example, and request assistance.

The new system was possible because we outsourced our IT requirements.

In the past we have had difficulty in recruiting and retaining the right calibre of IT staff, so in February 1999 we decided to outsource our IT needs, feeling it would ensure a continuity of service.

About 10 suppliers came to us with proposals.

We shortlisted three and then picked Sovereign Business Integration because they specialise in dealing with small- to medium-size businesses like us.

The customer response service has benefited from the change and dealing with enquiries has also become more effective.

With the repairs for example, now when customers call the centre with requests, that call is logged onto the housing association system. Our approved contractors can log onto the system to see what jobs are waiting for them. They can then print off a job ticket at their location and go and deal with the repair.

There is more potential for service improvements as a result of the system.

In the future, we may set up an internet cafe, which will make it easier for people to gain access to the website. There is even a proposal for giving customers access to it through digital TV.

Source

Housing Today

Postscript

We've developed a website for our customers that includes a repair request facility. It enables customers to click on a specific room or part of the house, to identify a repair such as a leaking tap, for example, and request assistance. The new system was possible because we outsourced our IT requirements. In the past we have had difficulty in recruiting and retaining the right calibre of IT staff, so in February 1999 we decided to outsource our IT needs, feeling it would ensure a continuity of service. About 10 suppliers came to us with proposals. We shortlisted three and then picked Sovereign Business Integration because they specialise in dealing with small- to medium-size businesses like us. The customer response service has benefited from the change and dealing with enquiries has also become more effective. With the repairs for example, now when customers call the centre with requests, that call is logged onto the housing association system. Our approved contractors can log onto the system to see what jobs are waiting for them. They can then print off a job ticket at their location and go and deal with the repair. There is more potential for service improvements as a result of the system. In the future, we may set up an internet cafe, which will make it easier for people to gain access to the website. There is even a proposal for giving customers access to it through digital TV. Stephen Nunney, corporate services director for Gallions Housing Association in London, spoke to Mahua Chatterjee