1. Stuart Hitchman, Head of ICT, Rooftop Housing Group
Digital Channel Shift
Stuart Hitchman, Head of ICT, Rooftop Housing Group

2. The technology and cultural challenge of channel shift
Staff communication
Customer communication

3. Staff digital communication
The ‘opportunities’ for staff to communicate at Rooftop (in 1 Year)
Mitel phone system deployed on smart phones and laptops
Smart phone
Office 365 software
@Workplace
Other systems delivering agility / mobility support
All products offer in some way video, IM, calling, presence, …
Some easier than others to use / understand / adopt
Differing capability / technical challenges / performance
Different business units prefer different products and do not enforce a standard approach… a reluctance to ‘presence / availability’

4. Customer communication
The ‘opportunities’ for customers to communicate with Rooftop
Mitel phone system
SIP comms – Main number, DDI, Extension, Call centre, call queueing, …
Smart phone
Mobile phone number
Office 365 software
Skype, , IM
Face to Face
Office, at point of contact, Video, calls, IM
Facebook, Twitter, YouTube, Housing App, Website
Multiple channels… choice v effectiveness v resource v VfM

5. The challenge…
Keeping up to date with new technology, expectations, innovation, …
How to drive channel shift without leaving anybody behind (The Board)
Rooftop Direction
Communication Strategy (Internal and External)
ICT Strategy
Customer Service Strategy
Data Strategy

6. Facebook

7. Twitter

8. Questions? Stuart Hitchman Head of ICT Rooftop Housing Group
@StuartHitchman