SOFTWARE HELPS GUINNESS PREPARE CUSTOMERS FOR WELFARE REFORM
As one of the country’s largest housing associations, The Guinness Partnership has multiple teams working to provide support to 66,000 homes. Since 2016, Guinness has used Policy in Practice’s software to help these teams work more closely together and create greater consistency across the organisation.
The Benefit and Budgeting Calculator has been fundamental in preparing our customers for Universal Credit.
IMPROVED CONSISTENCY DELIVERS HUGE COST SAVINGS FOR GUINNESS
Guinness’ Destination 2018 plan brought the organisation together in a consistent and coherent way. The strategy fundamentally redesigned the way Guinness was organised and the systems used, and it was in this context that the Benefit and Budgeting Calculator was adopted. With improved communication, departments now work better and smarter together to ensure customers are more financially resilient.
Key benefits for Guinness
Customer satisfaction scores increased year-on-year (2016;76%, 2017;77%, 2018; 78%), giving clear evidence that interactions have improved.
56,000 assessments have been completed using the Benefit and Budgeting Calculator. 38% were new cases, compared with 62% which were ongoing. Access to more consistent data now steers these follow-up conversations in a better direction.
Opportunities to improve the conversation skills of advisors were identified and addressed. Staff in the Customer Accounts department are now more confident in their work, which has been a key driver in the rising staff engagement scores in this service. (86% in 2018).
In situations that resulted in court proceedings, Guinness can now use the Better-Off scenarios to provide evidence of support offered.
Access to more accurate data means that the Lettings service can confidently place tenants in the right home, knowing they can genuinely afford it. More sustainable arrears plans can be put in place so customers can build up credit and even pay rent in advance.
Management information captured from the 30,000 completed budget advice calculations shows how advice is linked to outcomes, such as Action Plan agreements that give customers a clear guide on managing and maximising their income.
As the process becomes more straightforward and conversations more fluid, customers are now more engaged and proactively update Guinness about changes in their circumstances. Conversations are more interactive with higher rates of self-identification by customers.