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Case Study: Eastlands - Mobile Working


Introducing Mobile Working

The Organisation

Eastlands Homes owns and manages approximately 8,000 homes in East Manchester. The repairs service is delivered by in house team.

The Business Need

Eastlands wanted to further improve their already successful repairs service by introducing both mobile working and an appointments and scheduling solution. Having worked with Claire Bayliss to assist with the procurement, the association selected 1st Touch and DRS as its preferred solutions.

The Challenge

The project included all aspects of the repairs service and involved over 90 employees. The whole operation had to be re-designed from the ground up as a mobile process. 3C’s consultants were asked to project manage the implementation of the new software and to lead a project team through a transition period of 12 to 15 months.

The Solution

Using established project management techniques, Paul Wood designed a project plan which engaged all stakeholders and set up the project management structure, including the formation of a project team and design of both the training and communications strategies. Paul instigated meetings with other housing associations that had undergone this transition to learn lessons from their implementations. He and his colleagues then led the design of the new repairs process, mapping the data flows before developing the specifications for required interfaces. This enabled the development of a new organisational structure to manage the process.

The Benefits

  • Operatives are now able to travel straight to the first job each day increasing efficiencies
  • The team has increased the number of jobs it can manage, resulting in operational savings
  • The removal of printed job tickets led to considerable savings of paper and printer consumables
  • Linking the repairs job to texting reduced postage costs and improved customer notifications

Comments

Mark Murphy, Eastlands Homes Repairs Manager said:

“The system seems to be bedding in well and operatives are quickly becoming familiar with the new ways of working. This will enable us to provide a better repairs service to our tenants overall. Our decision to have specific expertise provided by 3C’s consultants, who helped us procure and project manage the initiative, was a good one and we were very happy with how they worked with us to achieve the outcome.”