The Results
We aim to help our clients deliver a balanced and sustainable set of improvement results. Typically, these include the ability to deliver more and better service outcomes through more efficient and effective ways of working. Thereby improving customer satisfaction, generating cashable efficiency savings and motivating staff, managers and leaders within the organisation. People are at the heart of our projects and we work with all clients to create a sustainable change in culture in addition to the financial benefits identified below
The following is a selection of typical benefits from recent projects:
> Hertfordshire based housing association: review and transformation of responsive repairs and voids and re-letting services delivering £500k of client confirmed cashable efficiency benefits during the project, with a further projected annual saving of £900k through further continuous improvements to service yield. Customer satisfaction was increased to 98% and service response times for responsive repairs was reduced from an average of 16 to 4.5 days and for void turnaround time from 25 days to 13 days.
> Distric Council - Housing Services: reduction of £350k in annual repairs spend, completion of all repair jobs within target times and increase in customer satisfaction to 99% (based on customer endorsed satisfaction criteria)
> District Council - Leisure Services: Increased effective capacity for recruiting and supporting leisure centre members and increased satisfaction and rentention rates across five district leisure centres through transforming operations and centralising supporting services provided by the Council. Reduced overall operating costs by 25% while increasing membership recruitment and projected revenues by 50%.
> North London - Repairs Contractor: a complete transformation of the responsive repairs service looking at all aspects of operational design and performance, informed by initial measurement of service effectiveness which showed 46% of incoming customer contact was avoidable. The redesigned service reduced avoidable contact to 12%, increased customer satisfaction and delivered client confirmed savings of over £1m.
> South London housing association - Income Management: a complete review of the tenancy management lifecycle as it impacts on income management, including tenancy setup, rent and arrears monitoring and end of tenancy management. Introduced new approach around 'managing credit' rather than managing arrears which had direct benefits to both tenants and the organisation. Project resulted in an immediate £300k saving through reduced arrears, overall arrears reduced from 6.6% to 3.8%, arrears evictions prevented each year: 15, and a reduced rate of increase in arrears from 42.2% to 20.3%
> Shared Ownership - London based housing association: Transforming the entire shared ownership business and service delivery chain, including quality of information, right first time service delivery, effective performance management, and increasing the speed of sales, with reliable forecasting of property completion dates. Cost and efficiency benefits including impact of increasing speed of sales on reduced financing costs: £400k per annum, removing non-value adding activities and failure demand: £370k, restructuring cost reductions: £250k and adopting e-mail and web-based marketing campaigns: £100k, giving a total reduction in annual operating costs of £1.1m
(c) 2018 Copyright CAPS Consulting Ltd
We aim to help our clients deliver a balanced and sustainable set of improvement results. Typically, these include the ability to deliver more and better service outcomes through more efficient and effective ways of working. Thereby improving customer satisfaction, generating cashable efficiency savings and motivating staff, managers and leaders within the organisation. People are at the heart of our projects and we work with all clients to create a sustainable change in culture in addition to the financial benefits identified below
The following is a selection of typical benefits from recent projects:
> Hertfordshire based housing association: review and transformation of responsive repairs and voids and re-letting services delivering £500k of client confirmed cashable efficiency benefits during the project, with a further projected annual saving of £900k through further continuous improvements to service yield. Customer satisfaction was increased to 98% and service response times for responsive repairs was reduced from an average of 16 to 4.5 days and for void turnaround time from 25 days to 13 days.
> Distric Council - Housing Services: reduction of £350k in annual repairs spend, completion of all repair jobs within target times and increase in customer satisfaction to 99% (based on customer endorsed satisfaction criteria)
> District Council - Leisure Services: Increased effective capacity for recruiting and supporting leisure centre members and increased satisfaction and rentention rates across five district leisure centres through transforming operations and centralising supporting services provided by the Council. Reduced overall operating costs by 25% while increasing membership recruitment and projected revenues by 50%.
> North London - Repairs Contractor: a complete transformation of the responsive repairs service looking at all aspects of operational design and performance, informed by initial measurement of service effectiveness which showed 46% of incoming customer contact was avoidable. The redesigned service reduced avoidable contact to 12%, increased customer satisfaction and delivered client confirmed savings of over £1m.
> South London housing association - Income Management: a complete review of the tenancy management lifecycle as it impacts on income management, including tenancy setup, rent and arrears monitoring and end of tenancy management. Introduced new approach around 'managing credit' rather than managing arrears which had direct benefits to both tenants and the organisation. Project resulted in an immediate £300k saving through reduced arrears, overall arrears reduced from 6.6% to 3.8%, arrears evictions prevented each year: 15, and a reduced rate of increase in arrears from 42.2% to 20.3%
> Shared Ownership - London based housing association: Transforming the entire shared ownership business and service delivery chain, including quality of information, right first time service delivery, effective performance management, and increasing the speed of sales, with reliable forecasting of property completion dates. Cost and efficiency benefits including impact of increasing speed of sales on reduced financing costs: £400k per annum, removing non-value adding activities and failure demand: £370k, restructuring cost reductions: £250k and adopting e-mail and web-based marketing campaigns: £100k, giving a total reduction in annual operating costs of £1.1m
(c) 2018 Copyright CAPS Consulting Ltd