As part of extensive business transformation plans across the company, CHP has recently signed a contract with Capita to migrate to the full OPEN suite of products, as well as implementing additional functionality to further boost their efficiencies and customer services.
Based in Chelmsford, CHP is a locally managed and governed charitable housing association providing housing services across Essex. In parallel with the company’s ‘2020 Change Project’, CHP’s Information Services development programme will ensure the business can deliver excellent services within its evolving housing environment.
A long-standing customer of Capita’s housing business, CHP has been using Capita Housing to manage its operations since 1994. CHP is now looking to transform its housing management operations through the implementation of:
- Efficient, streamlined business processes via workflow and automation
- Streamlined the ongoing technical requirements of IT solutions
- Supporting large-scale channel shift and digitisation strategies.
Following the development of a full specification focussing on the company’s wide range of needs, a six-month due diligence exercise and coordinated live demonstrations across 100 different staff and stakeholders, CHP concluded migrating to OPENHousing offered a best fit for its range of requirements and future aspirations.
Included within the OPEN suite’s implementation will be functionality across mobile working, advanced reporting and financial, asset and property management. Alongside the migration, CHP is also implementing several new solutions to enhance its digital and channel shift strategies, including OPENEDM, integrated electronic document management, and online customer self-service with OPENAccess. This digitisation promises both customer service improvements and efficiency savings, allowing customers to find information and transact online at a time to suit them and freeing CHP’s customer services staff to focus on their more vulnerable and digitally excluded customers.
“We’re really pleased to be moving to OPEN. The breadth of functionality available and continued investment in its development give us confidence it’s the best solution to support us in delivering our objectives. Digital and channel shift initiatives are particularly key for us, so we’ll be looking to broaden this out further following go-live, implementing new areas for online services such as self-service repairs bookings and more."
Kevin Darby, ICT Manager, CHP
“CHP is moving to the OPEN suite at a very exciting time – and they’re in good company, with 12 other Capita Housing customers also registered to migrate. By migrating these customers are best placed to also upgrade to One Housing when it is launched, which will deliver a fully browser-based, intuitive and enhanced user experience for its staff and customers. The range of benefits this will bring CHP will truly enhance the services it delivers and we’re confident will further support the achievement of its objectives in the future."
Michelle Tyler, Director, Capita’s housing business.