Digital Innovation at Viridian Housing Ed Wallace Research & Innovation Manager Viridian Housing

Overview What innovation is How to innovate Practical examples of the value of innovation

Technology has an important role to play in innovation… …but innovation is about much more than this.

What is innovation? The process that is followed to create more efficient products or better ways of doing things This could mean implementing new ideas or improving existing services It can also mean changing your business model and adapting to changes in your environment Turning ideas into something that has a practical value in a rigorous and managed way

Thinking about an innovation process

Digital inclusion 1 Opportunities & Challenges – 40% of Viridian residents are digitally excluded Generating ideas – A range of traditional & non-traditional training methods. Developing & Testing – Two approaches tested with 85 residents in 2 areas. Making the case – 80% said new skills were valuable & 19% difference in overall costs. Delivery & Implementation – On going evaluation, staff training, seeking funding. Growing & Scaling – Now offered to over 2,000 households & 6,600 older people Changing Systems – Model adopted by Hyde, Catalyst & Thames Valley Housing

Affordability Assessment 1 Opportunities & Challenges – New customers often build up arrears quickly Generating ideas – Looked at other approaches & benefit calculators. Developing & Testing – Designed & tested with colleagues and residents. Making the case – Rent arrears reduced by 50% by week 5. Delivery & Implementation – Being used for all new lets, mutual exchanges & transfers. Growing & Scaling – Built online version and links with our Early Tenancy Support offer. Changing Systems – Approach will be integrated into new lettings process for VA Housing.

What does it mean to be innovative? Innovation

Feeling comfortable with being different CORE BUSINESSINNOVATION Uncertainty is an inherent part of the process Accustomed to relative certainty Initially at least, will not be focused on efficiency Under pressure to be as efficient as possible Staff often held accountable to a plan Staff need to be evaluated differently

Using data to drive change Viridian Customer Evidence Base At a strategic levelAt an operational levelAt an innovative level Understand long term challenges Drive service improvement Different & better ways of meeting a challenge

This resource can be cut in a number of ways… Source LevelTheme Viridian databases 2011 Census Experian NHS & police open data Department for Transport Department for Education Household type & size Gender Region Patch Disability Ethnicity Rent arrears Employment status Stock type Use of services Money Debt, personal banking, financial wellbeing Employment Unemployment, training, local jobs markets Health and wellbeing Disability, ageing, health issues Community Safety, transport, digital inclusion

…and applied at different levels Individual households or postcodes Estates and housing officer patches Overview of regions or the whole organisation

Compare RentsReletsRepairsAbout

The really, really easy way to swap your home from

We won!

We learnt a lot about what tenants want… A successful pilot led to our light-bulb moment more moves in 2013/14 than 2012/13 93 Households moved. 3x

About MoveMaker A mobile app & website Personalised matchmaking Open data for better decisions

Who is this for? Overcrowded households Under occupying households Medical needsJust looking

What’s out there at the moment

How MoveMaker works… Easy to sign up Accessible Creates genuine matches Makes open data useful Ready to swap! Simple design Covers technical aspects

Ofsted, NHS patient surveys, Care Quality Commission, Department for Work and Pensions and Department for Transport. We use open data that tenants find useful What are the schools like? Is the GP any good? Is it a long walk to the station? Am I near the shops? Are there more jobs in this area? Can I get my bus? Location Quality Comparison

Our longer term ambitions A delightful digital experience. More people are moving home. A really, really easy process. Reduced pressure on waiting lists. Better use of capacity.

Digital innovation that is enabled by IT… …Not digital innovation that is led by IT.

Thank You Ed Wallace Research & Innovation Manager