ClwydAlyn manages 6000 homes in North Wales and they wanted to streamline and digitise the way that tenants interacted with them and consumed the services.
They commissioned a new customer portal back in 2019, with the view to providing their residents across North Wales with a fantastic self-service solution. The portal had to reflect the organisations values and ambitions and ensure that their high staff/resident satisfaction rating would be maintained. Being based in Wales the portal had to be digitally inclusive for both English/Welsh speakers and all age groups.
Starting a project just as the country went into lockdown has certainly made this a challenging project.
The work was kicked off just prior to lockdown in March 2020, and continued through the tribulations of COVID, scope changes, communication challenges and also reconciling the requirements with a customer whose user group is bilingual.
Despite all of these challenges, the new Portal launched in July 2021. A fantastic achievement to get this over the line – a great result for ClwydAlyn.
The portal solution allows ClwydAlyn tenants to self service around a number of important tasks:
View tenant information
View rent balance and account history
Log a repair
Report a concern
All this is done through a secure and personalised portal, accessible 24*7 365 days a year – in both Welsh and English.
VerseOne and ClwydAlyns project teams worked together to map out the digital tenant journey to ensure that the process would be intuitve and easy for tenants to do what they needed to do. Together, we delivered a digital experience for service users which exceeded the expectations of stakeholders and staff.
The VerseOne experts have delivered multiple previous tenant portals for other organisations, so they were able to bring a huge amount of experience to the project and make recommendations to ClwydAlyn to ensure that the portal did everything that it needed to do. VerseOne also provdied support along the way (it was a long build due to COVID-19) and make sure that the ClwydAlyn team were trained and knowledgable on how the portal worked.
The new portal, hosted by Microsoft’s best-of-breed Azure cloud computing service, also meets national accessibility standards.
ClwydAlyn is really pleased with the finished portal.
We will be monitoring the performance of the portal with ClwydAlyn and seeing what the usage loads are like. We can then make future recommendations. It will also be very intresting to monitor Welsh v English language users.
ClwydAlyn operates in seven counties across North Wales and manage more than 6000 homes serving a wide range of housing needs.
Their mission is 'together to beat poverty' and they want everyone in North Wales to have access to excellent quality housing. They work with partners to address the causes and impacts of poverty, which in turn helps to enrich communities by giving support where it's needed, whether that' helping people getting back into work, combatting social isolation or support or providing access to nutritious food.
ClwydAlyn's values are Hope, Trust and Kindness, which are included in everything that they do. Their digital strategy is to offer a fantastic self-service solution to those customers who want to use a digital offering, over the more traditional services offered.
VerseOne Group's market-leading content management platform powers more than 250 online solutions, providing fast, personalised information access to more than 20 million residents, patients, stakeholders and staff. Managed on and optimised for Microsoft's Cloud computing platform Azure, all of VerseOne's solutions be it websites, intranets, patient/tenant portals or messaging platforms are secure and fully integration ready and optimised for multichannel smart device delivery.
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