Gateway Housing Association (Gateway) is focused on building homes and communities in the East End of London. Gateway is committed to offering affordable, well maintained and managed homes and to achieve this, it has pledged to:
• Build Trust through a sector-leading approach to engaging with residents
• Ensure Quality by providing homes people feel safe and proud to live in
• Build strong Performance through being a well-run business with the capacity to grow.
The Challenge
Gateway’s corporate plan required the organisation to transform into a digital, data-driven business to enhance investment decisions through asset and customer insights, ensure value for money and improve customer satisfaction. It was recognised that a focus on data; its quality, management and insight would be fundamental to this as well as the success of many planned strategic initiatives such as:
• Compliance
• Automation
• Working environment
• Customer self-service
• Staff empowerment
• Improved first-time fix
• Mobile Apps
• Internet of Things (IoT)
• The Contact Centre
• Home working
• Secure mobile access
• Artificial Intelligence
The Solution
Gateway appointed Amit Patel, a leading social housing CTO, to lead the transformation programme. Amit developed the strategy and selected 3C Consultants to assist in the external provision of the necessary support and assurance. This included initiating a proof of concept to assess the suitability of an automated data management tool to support the critical knowledge and information management component of the transformation.
The Outcome
The proof of concept proved successful and provided invaluable insight into the quality of Gateway’s knowledge and information management systems. It provided Amit with a foundational cornerstone on which to build the transformation programme as well as introducing an improved governance, risk and compliance framework. Moreover, it facilitated independent assurance in important areas, such as the rent increase process, for which board guidelines required independent verification.
Gateway has placed 3C Data Logic, at the heart of business, governance, risk and compliance strategy. Ultimately, it was demonstrated that improved knowledge and information management would be central to the achievement of key strategic initiatives:
1. Governance and Compliance
• Improvements to governance, risk and compliance• Board assurance and the enablement of better decision-making
• Reducing the time to find and manage compliance data
• Ability to ensure there is a ‘single version of the truth’ between different data sets
2. Customer and Resident Services
• Improving customer satisfaction (TSM)
• Greater efficiency in the provision of services and ‘first-time-fix’
• Encouraging and facilitating self-service, so liberating staff to help those in true need
• Better targeted services and support for vulnerable residents
• Increased resident engagement and improved community cohesion
• Improving the working environment and staff satisfaction
3. Operational Efficiency and Sustainability
• Optimised waste collection schedules
• Insight to manage ESG more effectively and support sustainability goals
• Improved proactive maintenance through the better use of asset data
• Better management of disrepair and reduced chance of claims
• Improved emergency response times
• Enhanced health and safety for residents
• Extended lifespan of properties and assets
• Improving the working environment and staff satisfaction
• Empower staff to make the right decisions
