Providing sustainable, mobile support through technology

BeyondHousing supports an increasing number of clients each year and has seen a rise in the complexity of support required. When coupled with a growth in documentation required to continue to meet service standards, the burdensome administration requirements for each support have impacted on the available time and resources able to be allocated to each client.

With less available face-to-face time in client appointments, lack of flexibility to offer services outside of the office, and additional environmental impacts of increased paper usage and grey data, we needed to change the way we worked.

So, we developed and implemented digital forms coupled with touchscreen technology to revolutionise client interaction. The inhouse project streamlined client forms with real time analytics built in via business intelligence. The innovative packages enable our client services team to support clients in inclusive, safe and accessible ways.

All change management, training and support was provided in house by BeyondHousing.

Whilst this was initiated prior to the COVID-19 pandemic, it meant we were ready and able to deliver uninterrupted, responsive client services during a crisis that changed from face-to-face services in an office environment to a digital and telephone service provision.

Key achievements:

Resilient systems and networks

In 2019-20 we continued to upgrade our systems and technologies to ensure our organisation is more robust and resilient, and future ready.

Achievements:

  • Email system migrated to Office 365 on cloud based Azure platform
  • Complete elimination of the outdated Citrix environment
  • All BeyondHousing sites have had new infrastructure installed to allow for NBN connections at each site. All sites are on the fastest available NBN connection
  • New Optus service for all landlines plus new office phone system with dedicated fixed NBN
  • Dedicated phone & network NBN 4G fail safe
  • Automatic 4G internet supply for NBN connections across the network
  • Complete upgrade of server to Server 2019
  • Commenced BeyondHousing cloud-based platforms - Board Portal and Debit Card Portal
  • Shepparton Education First Youth Foyer migrated to BeyondHousing network
  • System penetration testing - network vulnerability testing, multi factor authentication implemented
  • Upgrade to the existing Housing system to allow for mobile operations

Next: Building Resilient Communities