1. Housing 2.0 Kevin Connell 5 th March 2015

3. Housing 2.0 We are in a time of radical change for social housing, characterised by innovative responses from some social landlords. As budget pressures grow, the need for social landlords to maximise efficiency continues and opportunities exist to contemplate a more fundamental rethink of the ways to do business – the same applies to IT departments.

4. Housing 2.0 – Challenges for the sector The continued roll out of Welfare Reform Potential impact of Universal Credit and direct payment of Housing Benefit Affordable Homes Programme funding regime until 2020, but Housing Associations will continue to build insufficient homes

5. Housing 2.0 General Election - the impact is defined by the result. What is required is a simple strategy supported by simple funding mechanisms and appropriate grant levels The biggest challenge faced by our customers in the coming year will be further austerity measures including cuts in welfare and local government services Digitisation of services is essential but it needs to be end to end

6. Housing 2.0 – IT’s not about Housing The sector is changing rapidly – new types of tenure HAs are becoming businesses providing an increasing range of services IT departments need to reflect this and increase their levels of professionalism and service

7. SHG Service Offer

8. How We Work

9. Housing 2.0 – Embrace Technology Get aligned with your colleagues Stop talking about “technology and the business” Identify opportunities to innovate – stop following everyone else – go outside housing

10. Housing 2.0 – Open Data How do we maximise the value of data? Be open for business – share and collaborate Get ahead of the curve – predictive not reactive

11. Data & System Ownership Data Quality Data Understanding Business Understanding Housing 2.0 - Data Discovery

12. Housing 2.0 - Business Intelligence & Analytics Data Transformation Data Visualisation Predictive Analytics Text Analytics Advanced Analytics

13. Housing 2.0 - Business Intelligence & Analytics

16. Housing 2.0 - what’s happened so far at SHG Complete review of the MI function Deployment of IBM Cognos Utilisation of IBM SPSS Modeler End User Education & Involvement Rationalisation of Data Capture

17. Housing 2.0 - The Future of Analytics in Social Housing Predictive Analytics Repairs & Maintenance (Asset Maintenance) Income Recovery (Welfare Reform, Universal Credit & Arrears) Fraud Detection, Investigation & Future Prevention Stock Acquisition & Disposal Models Tenant Insight Customer Segmentation Text Analytics Anti Social Behaviour Complaints Repairs Customer Surveys Front Line Customer Services

18. Housing 2.0 - Collaboration Everything is about customer service – there is no such thing as a “user” Blend your talent with others – FM, Service Desk Look to reduce cost – we are not sufficiently aggressive about this

19. Housing 2.0 – Application Landscape Review your application complexity – you need to simplify it and reduce costs Don’t let it build up due to new capability – “1 in 2 out” Reduce your reliance on nieche suppliers – they are not worth the time, effort and cost

20. Housing 2.0 - Target Future State

21. Housing 2.0 - Full Service Lifecycle

22. People Process Technology Cross Functional

23. Maturity & Capability Development

24. People Development

25. Cultural Change

26. What have we done so far?

27. Housing 2.0 – Conclusion HAs are changing – from assets to customers - IT must do the same IT departments must be aligned with organizational goals It’s not just about Housing anymore – look outwards Reduce cost, complexity and suppliers