For a number of years, Black Country Housing Group (BCHG) had an online self-service solution for customers, however customer engagement with self-service had been low. BCHG needed a strategy to bring about a process of digital business transformation, ensuring a truly digital experience for both customer self-service and the back-office environments, whilst providing an excellent user experience, so enhancing both customer and colleague’s satisfaction.
3C worked with the BCHG through group workshops with staff, stakeholders and customers to design and publish a new digitally focused business strategy. The strategy refers to “customers” as anybody who interacts with BCHG through it’s frontline service delivery or back end processes, whether this is a housing customer, supplier or member of the public. It had to enable staff to work in a more agile way, providing more flexible working opportunities and enabling frontline services to be delivered outside of the office environment, so allowing a review of current and future office space requirements.
When the strategy was published, it provided:
"Charles is great to be honest. He’s been really helpful to colleagues, nudging us in the right direction where necessary, and has saved us money too. Importantly he gets us. Obviously we’re not a big HA and have to make the most of limited funds, which he fully understands, and his knowledge of the market is excellent. It’s been a pleasure working with 3C."