| Organisation | London Borough of Hackney |
| Department | Housing |
| Collaboration Level | Open To Conversation |
| Budget | £0K > £50K |
| Key Contact | Susan McFarland-Lyons |
| Phase start | 30 September 2018 |
| Phase Estimated end | 01 February 2019 |
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Vision: To create a digital service that makes it easier to log customer contact so that residents enjoy better customer service; and so that Hackney can gain insight into citizens’ queries and concerns. MVP User Stories: Paying rent Sending links via email and SMS Ringing with a rent transaction query Setting up a standing order or direct debit Requesting a printed statement Wanting a refund Logging a call type and reason Writing notes to both CRM and Action Diary Sample Metric: Number of calls about rent should reduce as callers channel shift.
The service is now being used by all agents all the time and we are in Continuous Improvement, with a proto Support Agreement between HackIT (aka Hackney ICT) and the Neighbourhood Contact Centre. See more.
We're adding the finishing touches to this service before we head into Support and Continuous Improvement. Read more here.
We are live! All the agents started using the new service for real calls on Friday. We're gathering great feedback and implementing improvements on the fly. See more here.
We've blitzed the bugs this week and have demo'ed the test site to customer service agents. Next week, they'll be using the real thing! See more here.
We've blitzed the bugs this week and have demo'ed the test site to customer service agents. Next week, they'll be using the real thing! See more here.
We are still encountering bugs in our integrations with our legacy software but are looking forward to a demo with customer service agents this week. As ever, more here: https://plus.google.com/u/0/107148884512985719281/posts/GkCoLnwu42y
We are still encountering bugs in our integrations with our legacy software but are looking forward to a demo with customer service agents this week. As ever, more here: https://plus.google.com/u/0/107148884512985719281/posts/GkCoLnwu42y
We've completed all the major development work and are giving the service one final polish before rolling out to all 20 agents and moving into Continuous Improvement. See G+ for more details.
We've completed all the major development work and are giving the service one final polish before rolling out to all 20 agents and moving into Continuous Improvement. See G+ for more details.
Closing out Sprint 12 and we're already proving much quicker and easier than the existing process. See more at https://plus.google.com/107148884512985719281/posts/a9HQ8VWaDDK
Closing out Sprint 12 and we're already proving much quicker and easier than the existing process. See more at https://plus.google.com/107148884512985719281/posts/a9HQ8VWaDDK
Closing out Sprint 12 and we're already proving much quicker and easier than the existing process. See more at https://plus.google.com/107148884512985719281/posts/a9HQ8VWaDDK
Closing out Sprint 12 and we're already proving much quicker and easier than the existing process. See more at https://plus.google.com/107148884512985719281/posts/a9HQ8VWaDDK
Closing out Sprint 12 and we're already proving much quicker and easier than the existing process. See more at https://plus.google.com/107148884512985719281/posts/a9HQ8VWaDDK
Closing out Sprint 12 and we're already proving much quicker and easier than the existing process. See more at https://plus.google.com/107148884512985719281/posts/a9HQ8VWaDDK
We're rounding off the Improve aspect of this service and are now adding other call types and reasons to the CRM so that we can get a fuller record of caller interactions.
https://plus.google.com/u/0/107148884512985719281/posts/Ywg4phdMma6
We're now live with eight call centre agents and continue to iterate following their feedback. https://plus.google.com/107148884512985719281/posts/e7Fg8CCfwbn
We're now live with eight call centre agents and continue to iterate following their feedback. https://plus.google.com/107148884512985719281/posts/7NQqBSQ8284
We've been putting v2.0 through its paces this week ahead of rolling out to agents tomorrow. We're trying to cram in a few remaining usability tweaks today that will make all the difference to agents. Read more here:
https://plus.google.com/107148884512985719281/posts/P2AZSpDVnNc