HOUSING SA
Digital Strategy 2016
Housing SA: Connecting people to place
Connected
DCSI Digital: Transforming how we work so we can
provide better services to our customers.
The first Digital Strategy for
Housing SA has been developed
as part of the Business Systems
Transformation program in
collaboration with DCSI.
“Our old tech just can’t support
modern service delivery”
Housing SA is a customer-centric
organisation focused on
improving the experience for the
people that receive our services.
"What's the difference between a
digital strategy and an ICT strategy?"
Having recently transitioned to
a modern service delivery and
practice framework, the
organisation is now working on a
Business System Transformation
program.
This strategy is our response to
the Premier’s Digital by Default
declaration with the aspiration
that all aspects of the business
strategy should be informed by
digital considerations.
To better connect the people
of South Australia with the things they
want and need, when and where they
need them.
South Australia
“Business Systems Transformation
is required to move beyond informal
and reactive technological maturity”
“BST will remove a lot of obstacles.”
Digital solutions will facilitate better service delivery across all channels.
"It’s a bit of myth that staff are
reluctant to embrace change and
age should not be seen as a barrier
- if the benefits to customers and
their job is understood then they will
learn and adopt changes."
This strategy outlines our strategic goals
and an action plan to move beyond our
current level of digital maturity as an
organisation inline with the State’s
strategic directions from SA Connected.
“Got to get this right: digital needs
to be easily understood by
customers AND staff.”
1. Improving our customer’s experience
"People need to believe that
someone is listening or they
won't bother to engage."
The main drivers for this strategy are:
Websites
Post & email
2. Operational support for services
Our customers include the regional
public and communities of South
Australia, other housing and
homelessness service providers,
Government partners and service
providers in the private sector.
Supporting
all customer
channels
Mobile
Contact centre
Front counter
Social media
Home visits
WHAT THE DIGITAL STRATEGY MEANS FOR US
The themes in this digital strategy emerged from a current state assessment and customer survey.
People Focused
Little Bets
Thinking Digitally
Collaboration
Putting our customers at the
Small steps towards
Digital by default with skills
Working together for
center of everything we do.
transformation.*
for the modern age.
better service solutions.
*A little bet is a small, achievable, affordable action taken to discover and develop new ideas.
HOUSING SA
Digital Action Plan 2016
Housing SA: Connecting people to place.
DCSI Digital: Transforming how we work so we
can provide better services to our customers.
People Focused
Thinking Digitally
Little Bets *
Collaboration
Digital as a broader agenda
Bringing digital by default into the broader Housing SA
strategy engagement.
Business Systems Transformation
Re-thinking services for the digital age, in partnership
with the people who use them.
Simplify Policy
Making housing policies easier to understand.
Digital Collaboration Space
Working with DCSI, to refresh our internal SharePoint
environment and provide a single access point to
modern methodologies
Digital Competency
Skills training for customer engagement, User
Experience (UX) practices and innovation via a usercentred design approach to problem solving.
Smarter data
Cleaning up the data we have for more accurate and
meaningful reporting.
Better housing information for customers
A customer-focused solution to better navigate the
housing system and housing options.
Re-Imagining Private Rental
Enable customers to apply for private rental assistance
on any device and engage with the community to
explore options to make private rental fairer and more
sustainable.
Digital identity verification
Enable applicants for private rental assistance to verify
their identification online.
Improving financial processes
Digitise the reconciliation of account discrepancies
between Housing SA and maintenance contractors.
Digital in the field
Pilot mobile applications for staff to inspect the quality
of property maintenance.
Multi-provider digital collaboration
Leveraging digital technology to support state-wide
emergency services management.
HOW OUR DIGITAL INITIATIVES BENEFIT US
Customers will be able to connect with
us in a way that suits them best.
Increased capacity to respond to
digital opportunities.
Increased capacity to use digital
technology to transform all aspects of
our business.
Reduced risk and delivery of value
early and often.
A common approach to customer
experience design and delivery.
Increased collaboration
between our government and
non-government partners.
Our systems are designed to safely
and securely share data around how
our services are being used.
Modern governance to keep pace with
the digital age.
Reduced cost of paper-based
transactions.
* A little bet is a small, achievable, affordable action taken to discover and develop new ideas.