The client is one of the largest providers of government housing in the world, managing over 130,000 properties for individuals, children, and families who need support and stability.
Challenge
The client identified that government housing tenants and potential tenants had limited access to the information they need to make informed decisions when planning or handling their housing needs.
Ultimately there was a need to empower tenants to make informed decisions about their housing situation and manage their needs by providing easy and streamlined access to key information and services. Through self-service and the reduction of manual processes, the client service staff now have more time to focus on complex cases.
Solution
The project brought together the Client, their telecommunications company, and Concentrix Catalyst. By combining innovative and emerging technologies with user-centered design practices, we delivered customized, fit-for-purpose solutions that delivered a positive experience for tenants seeking housing assistance.
Aligning with the Client’s priorities to put the customer at the center of everything it does. Our user-centric agile approach brought together a range of industry experts to design and build an experience that benefits some of the most disadvantaged members of society.
The solution consists of custom native iOS and Android applications and, through agile coaching, we helped transform the way the client delivers technology. The simplicity and seamless performance of the application are all driven by the AWS middleware that integrates core business systems. Including a variety of tools while maintaining a key focus on security, and utilizing both automatic horizontal scaling as well as push-button vertical scaling.
Outcomes
The average rating of 4.8 out of 5 on app stores reflects the positive difference these apps are making. Through catering to tenants and applicants and providing access to critical services for those in need, we have seen significant uptake of the Apps during the COVID19 Pandemic.
Designing fit-for-purpose solutions, with quality and co-design principles at the core of the program, has meant that tenants are beginning to move from traditional to digital channels. The solution reduces the need to call the Housing Contact Centre and people no longer need to wait in line at a local office with most transactions now being available as self-serve via the apps, available 24/7/365 days a year.
On top of providing tenants with self-service, the apps reduce administrative overhead allowing staff to focus more time solving complex cases and building stronger relationships with tenants in need.
