Customer digital services appointment based case management pilot

Tender description

Thirteen Housing Group are seeking a Proof of Concept (PoC) solution to underpin the plan to further streamline and automate the customer service offer which will ultimately gain additional insight from the customer allowing us to improve the offer whilst automating the process. Thirteen is actively seeking a provider of appointment based case management services. Looking to streamline and automate the current offer, but having the added benefit of improved planning and resource allocation for the customer services directorate. Increasing the use of our digital platforms to manage a range of customer services allowing us the time to improve the customer experience, improve our management information and insight and drive greater efficiency through the implementation of a standardised appointment based case management solution. This in turn will increase the transparency on workload, highlighting any peaks and troughs in performance and capacity. A key focus at this stage is on User Experience (UX) and automating the process for the user (be that a customer or a colleague) as far as is feasible whilst also making sure that we gather the right data. It could involve artificial intelligence to drive the user through a range of options and should be an intuitive solution that requires little training or hand holding for the user. We are looking to work in collaboration with a company that will understand not only the benefits to Thirteen as an organisation, but to the housing sector as a while, in order to develop a solution to harness the delivery of a single process for managing customer requests for a variety of services. This will empower customers to define what they need and choose their appointment slots, it will allow colleagues to see their workload and provide a consistent, repeatable service, while allowing managers oversight of caseloads, actions and customer experience.