Information Systems (IS) Strategy
The IS Strategy was launched in 2018 and contained a
number of commitments to aid our diverse customers to
access services in a better way. Specifically
• The Chatbot – the development of a chatbot that can
assist customers with routine enquiries across a myriad
of topics. This is now being implemented in a segmented
way, with topics being added over a period of time, with
the aspiration that the chatbot will be able to raise routine
repairs for tenants, to reduce waiting time in contacting our
call centre and to enable customers to get answers 24 hours
a day to suit their needs.
• Mobile Technology - We are implementing improved
mobile technology solutions so that staff are able to
work more flexibly and spend more time with customers,
updating systems with real-time information. In March 2020
the role out of this programme was escalated due to the
onset of Covid-19 and the necessity to amend our working
practices to comply with Government restrictions.
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