Alliance Homes is a community based social housing provider operating in the West of England. They own and manage around 6,500 homes and employ 350 staff, with an annual turnover of £43 million. Alliance Homes work in partnership with local, regional and national agencies to deliver their services.
Alliance Homes were in the process of delivering a new digital transformation programme looking to future proof the organisation's IT infrastructure, enhance customer experience and unlock business efficiency. As part of this, Alliance Homes were keen to assess the options available to them with the introduction of a customer self-service portal. Nine Feet Tall supported through expert analysis and guidance to ensure the right solution and decisions were made.
Nine Feet Tall completed a rapid assessment to define options for the implementation of the portal. The portal required a customer driven design and a proposal was needed by the end of the financial year, so it was critical for Nine Feet Tall to work efficiently and deliver value immediately. Working collaboratively with Alliance Homes, a phased five stage project was initiated. This included: impact assessments, process mapping, business requirements gathering, market vendor research, and customer research. This underpinned a business case document and presentation, assessing the various options available.
Nine Feet Tall successfully delivered the business case on time, which meant Alliance Homes could move forward positively into the tender process for their new portal. The analysis for Alliance Homes allowed them to have a realistic projection for the digital adoption of their new customer portal. Nine Feet Tall have been subsequently engaged to set up the next programme in Alliance Homes quest for service improvement.