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.