Consistently Delivering Excellent Customer Experience and Digital Services

Objective 1: Broaden the digital service offer to create, reliable, responsive, and consistent services whilst achieving positive customer and business outcomes

To do this, we will:

+ Expand 'My' service offer in the Livin app and portal to improve customer experience and convenient access to homes

+ Create an environment which enables the safe adoption and effective exploitation of artificial intelligence

+ Utilise AI where it can improve operational impact and outcomes​

+ Implement new digital payment options to offer a wider choice of payments for customers​

+ Expand offer available in My Livin app and portal for customers

Objective 2: Enhance the customer engagement framework to provide accessible opportunities for all

To do this, we will :

+ Increase the collective capacity of the InsightXchange to enable it to influence impactful decisions about services

+ Mainstream customer voice across services to enable the voice of all tenants to be heard, underpinned by a more instant and responsive solution for gathering customer voice

+ Ensure customer voice influencing service delivery is representative, targeted and focused on the right issues

Objective 3: Maximise customer insights to improve customer and business outcomes by reducing avoidable complaints, driving right first time behaviour and improving access to services and homes

To do this, we will:

+ Set clear expectations and meet standards around access to services, responding to requests and keeping the customer informed

+ Target pockets of customer dissatisfaction and develop interventions to improve services

+ Provide an accessible and fair complaints process supported by a culture of learning and ownership to put things right and reduce avoidable complaints

Objective 4: Respond to the current and future diverse needs of customers and design and deliver services to ensure fair and equitable outcomes are delivered

To do this, we will:

+ Make best use of relevant and timely customer data on diversity, communication, service and tenancy access needs to make reasonable adjustments and improve access to services and homes

+ Embed the expected customer experience behaviours, attitudes and values with a focus on trust, respect, and ownership

Objective 5: Embed a culture of making best use of data as part of everyday operations to inform business decisions and improve service delivery.

 To do this, we will:

+ Deliver the Knowledge and Information Management Strategy action plan to improve the use of our data and demonstrate our compliance with regulatory standards.

+ Ensure data recording and usage is adopted by partners to ensure consistent service delivery and customer experience within the current cost envelope​.

+ Fully exploit current systems and introduce new ones to improve the use of data to inform service delivery and decision making