Future gazing housing post 2020 7 February 2017 Chair: Nick Yandle, Policy Officer, National Housing Federation
Future gazing Housing post 2020 Steve Douglas Partner - Altair Tuesday 7 February 2017
Background
The sector is on a trajectory of rapid change. More widely, technological solutions are advancing. Customer demands, expectations and experiences are likewise transforming. Many are rethinking the types of services they provide, the way they are delivered, and how these are structured. Post 2020 the typical housing organisation is likely to be very different to the one that we see today. Many are relying on technology to not only alter the way they operate, but also to deliver significant efficiencies. Background
About the research Altair, working in partnership with 3C, launched a sector-wide research project in August 2016. Surveyed over 70 providers, interviewed 20 Executives and carried out desk top research. From this, developed a series of three reports entitled future gazing: future shaping to address three main questions: 1. What do people see as the vision for how a housing provider will operate in 2025? 2. How are organisations approaching transformation? 3. What can be learnt from others activities (both in and out of the sector)? Intended to stimulate discussion and debate on the possibilities for the future.
Vision What will the housing providers post 2020 do differently to those of today? Competition for customers will be the norm
Vision What will the housing providers post 2020 do differently to those of today? Diverse product range catering to niche customer markets
Vision What will the housing providers post 2020 do differently to those of today? More commercial business models
Vision What will the housing providers post 2020 do differently to those of today? Flexible workforce with agile working & projectbased contracts
Vision What will the housing providers post 2020 do differently to those of today? Deregulation allowing new entrants into the sector
Vision What will the housing providers post 2020 do differently to those of today? Digitalisation and the Internet of Things
What s happening now
Why are organisations changing? Over 50% of respondents identified increasing efficiency and improving customer experience as key drivers for transformation
How are organisations transforming? The top four areas being included in transformations programmes are: 2/3rds of respondents are including processes and digitisation / technology in the scope of their transformation plans
How does the sector see itself Digital conservatives Tend to favour prudence over innovation and are typically sceptical of the value of new digital trends Digital beginner Have done very little to digitalise services but are investigating their options Digital fashionista Have implemented or experimented with digital applications. Some of these initiatives may create value, but many do not Digirati Understand how to drive value with digital transformation and have invested in & have carefully coordinated our digital initiatives Other
What s happening now What are organisations prioritising for digitalisation? There is a significant push toward digitalisation amongst our survey respondents organisations; with over 85% focussing on looking at ways of working (such as flexible, mobile and home working) and developing customer access channels. Back office processes is an area that appears to be seen as less of a priority in the sector despite the significant potential for efficiencies to be delivered. Potential skills gap. half of organisations stated that they don t have the skills inhouse to deliver their planned transformation
Who is the sector learning from? Respondents widely recognised that it is important to look beyond housing in the search of innovation applicable to their business. The retail, banking and online market place industries were cited as key sectors that housing organisations can learn and take inspiration from.
What are innovative housing providers doing now? Using customer insight to improve customer relations and drive efficiency Developing apps and online portals for customer contact Reviewing the service offer to include tiered services or incentive schemes Implementing innovative models for operational service delivery Piloting new technology - Smart watches in care and support - Drones for property surveying: drones for roof inspections - Virtual reality viewings
Conclusions Post 2020 the sector will look and feel very different to what it does now. Transformation is an activity which is live to most housing providers and there are a number of exciting and innovation ideas being implemented. There is still however more to be done. A large proportion still see themselves digital beginners or conservatives. There is still much to do, even in areas that other sectors now see as the basics (e.g. a comprehensive online offer and digitalised services). As customer demand continue to evolve, it is important that the sector evolves too so that it doesn t get left behind.
QUESTIONS
Future gazing housing post 2020 7 February 2017