Housing NSW is an agency of the New South Wales Department of Family and Community Services (FACS). They are one of the largest providers of social housing in the world, with over 400 Client Service Officers (CSOs) supporting a range of long-term subsidized rental housing and management services for over 120,000 properties.

Business Challenge


Tigerspike and Telstra partnered to develop a fully integrated mobile solution for FACS to provide relevant information and tools to their CSOs during Client Service Visits. Our objective was to completely replace the laborious paper-based processes, manual data entry and inefficiencies by enabling access to, and collection of client, property and account information during Client Service visits.

Approach


An Experience Definition uncovered the unique behaviors of the CSOs with 300+ requirements. The designs were validated across New South Wales through User Experience led, technically charged activities and co-design workshops with key stakeholders, (Subject Matter Experts) SMEs, and working group representatives to arrive at the final design.

A bespoke Apple iPad app was built and delivered to fully accommodate the personal and financial circumstances of tenants. This was possible through a robust, purpose built middleware built on Amazon Web Services (AWS) infrastructure that integrates core business systems.

Outcome


An intuitive user experience and a more mobilised workforce has led to a productivity increase of over 50%. Less time in the office processing paperwork and interrogating the internal Customer Relationship Management (CRM) staff, ultimately frees up time to do client service visits and to better understand the personal and financial circumstances of their tenants.

“This is the biggest leap forward Housing has had in technology for its staff in many years. It’s a new era!”

          Lance Carden, Director of Housing Connect