1. Direct Works Forum Mobysoft Presentation for: 12th September 2006
Derek Steele, Director.

2. Agenda Overview – Text Messaging Quick Win Service Improvement
Case Studies
Summary

3. Quick Win Service Improvement
Show cased by Audit Commission
Higher KPI’s
Improve efficiency (Cashable?)
Happy Tenants!

4. The “Hidden” Problem: No Access
Average 15% no access rate
20,000 repairs per annum
3,000 wasted journeys
1,500 man hours (200 man days)
Affects performance targets

5. Repairs – Appointment Reminders
Step 1
Simple & Effective
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6. Repairs – Appointment Reminders
Step 2
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7. Repairs – Blackpool Results
40% Reduction in no access
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8. Repairs – Blackpool Results
40% Reduction in no access
88% to 91% increase in KPI
Tenants Happy!
Raven: 70%!!!
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9. Repairs – Appointment Reminders
KPI: 88%  91%
Happy tenants
Improve efficiency
Same applies to Gas Servicing!
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10. Demonstration
Text
FORUM to
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11. Other Uses
Automatic Satisfaction Surveys
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12. Auto Text Surveys
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13. Auto Text Surveys: Stats
25% Response Rate
More Diverse Response
Great Customer Service
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14. Other Uses Automatic Satisfaction Surveys Rent Arrears Lettings ASB
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15. MobileLogic – Getting Started
Step 1: Configuration Document
MobileLogic Parameter Guide
Content of Message for Afternoon Appointment?
Please remember you have a repair appointment this afternoon. If you can’t make the appointment please reply CANCEL or telephone East Durham Homes
Timing of Message for Afternoon Appointment?
5pm the day before
Content of Message for Landline Voic ?
This is a message from East Durham Homes. You have a repair appointment on <day> morning. If you can’t make the appointment please telephone
Timing of Message for Landline messages?
4pm the day before
Step 2: Mobysoft Installation
Reporting Utility or MobileLogic client
Testing Period (Usually 1 week)
Step 3: Go Live!
View reports to assess impact

16. Your Help Required! Free trial for 1st 5 Housing Orgs
Run for 3 months
Free trial for 1st 5 Housing Orgs
Run for 3 months
We provide reports
Use data for literature / PR
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17. Simple & Effective Summary ‘Quick Win’ Improve Performance
Happy Tenants!
Simple & Effective