Royal Borough Kensington and Chelsea are in the process of improving the Housing Management Service and enlisted the skills of 360 Service Improvements to work as part of a ten strong service improvement project group.
There were multiple projects being undertaken by the project group and other departments from operational projects such as voids and Caretaker service improvements to changes in IT systems and equipment.
As well as supporting the group, 360 Service Improvements managed the relaunch of CRM, development of the Super Users role and lead the transition from network shared files to SharePoint Online.
Outcomes
The site architecture was created and then the mapping of permissions and files were completed for the SharePoint migration. This involved liaising with stakeholders of all levels across the business and presenting to Management all proposals.
360 Service Improvements worked closely with the technology adoption team to ensure the needs of the council were met along with meeting the needs of housing management.
A new housing management intranet was designed and implemented as part of the architecture with the help of a stakeholder lead project group. This was handed over at the end of the project to be managed in BAU.
After discussions with the Super Users it was clear the role needed to be formalised. For this we developed the following:
- A commitment for managers and super users,
- Training programme
- Recruitment/removal processes
The provided everyone with clear expectations and role definition.
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