Hastoe Group owns and manages approximately 7,000 homes, primarily in rural areas. Most of the stock is dispersed, often with only one or two homes within a single village location. Hastoe is committed to innovation in building design and has developed a number of PassivHaus homes, making use of unconventional building techniques.
The housing management service is delivered from three locations, with customer services being delivered from a centralised hub in Hampton Wick. The group is presently in the process of replacing its current housing management, asset management, CRM and EDRMS solutions, with a single integrated solution.
Hastoe's senior management had been concerned about the impact of incomplete, inaccurate and siloed data on the ability of the business to deliver high quality services to customers, particularly in preparation for the transformation of the organisation into a digital business. The existing housing management system had to be replaced as support is due to cease in 2018; and the business took the opportunity afforded by the need to replace this system to review the data itself and the business' approach to data management.
3C Consultants completed a quality review of the data through direct analysis of the data and through a series of workshops and floor walking to identify all data sources. From this exercise, 3C were able to identify where data was being held; and where there was a lack of completeness, a lack of consistency or a clear lack of accuracy.
A series of work packages were developed together with Hastoe's Project Manager to ensure that:
3C has developed SQL scripts to reformat data to bring it in line with the new definitions during the data migration phase.
Interim arrangements have been put in place to assign data owners for the duration of this project and one the replacement of the housing management and associated systems is complete, permanent responsibility for data ownership will be assigned. The Executive Management Team has global oversight of the data quality project.
With the introduction of a new data definitions and reports, and the use of the SQL scripts, the quality of the data is being improved. As a result, Hastoe has confidence that when the new system goes live early in 2018, that the data within it will be complete, accurate and consistent and therefore able to support new digital processes that have been developed as part of the implementation.
The improvement of the data quality prior to the implementation of the new system has reduced the number of errors within the data migration, making the process of migration simpler. This is saving time and effort in the implementation itself.
'Hastoe was committed to a programme of data improvement prior to working with 3C Consultants. However, making use of James' expertise has helped us in preparing for the migration to new software and to changes in the way in which we will deliver services in the future. James is very thorough and has identified unknown issues, which we have been able to rectify as a result. We now have confidence in our data and in our ability to prove the quality of our data.'
Amanda Harris, Head of Customer Services, Hastoe Group