|
| MOULINS - Moulins Habitat - Automation of complaints from tenants [ACT]
Application: Automation of complaints from tenants [ACT]
Current state of complaint management system
This has been reviewed during several meetings between the manager of tenant relations, the manager of technical services, maintenance personnel and caretakers.
- Characteristics of the complaints
Moulins Habitat records approximately 1.5 complaints per year per tenant.
They are mainly of a technical nature, that is to say requests for repairs to be carried out.
A large number of requests for information concern the progress of the resolution of complaints.
- Main participants
The participating personnel includes:
· Administrative assistants who may receive the complaints and information requests concerning the evolution of their resolution.
· Administrative or maintenance managers who deal with complaint resolution.
· Caretakers, who receive 99% of the complaints, thanks to telephone or face-to-face contact with the tenants.
It must be noted that the caretaker's role is primordial as they ensure a service of proximity, which is extensively used by the tenants for complaints. Thus all desire to improve this service must take place by an improvement in the quality of communication between the tenants and their caretakers.
- Method of resolution
The method used to deal with problems is in conformity with the procedure « Work orders », and variances may only be observed in exceptional cases. This procedure has not been the object of important modifications.
- Weak points and problems identified
· Absence of a non-technical complaint procedure: partially justified as this type of complaint may only be dealt with on a case-by-case basis, however this state of affairs represents a non-conformity in the quality field and the norm Iso9001 v2000.
· Absence of regular and detailed statistics: the number and nature of complaints are approximately known but it is difficult to carry out a rapid or precise evaluation of the current state of the resolution of complaints in the office.
This absence of statistical records prevents the identification of the most repetitive complaints, their frequency, and their evolution over a period of time, etc.
A regularly updated historical database could allow better reactivity, and remains an unavoidable element of the norm Iso9001 v2000 that expressly requests that the certified organisation records and proves its improvements, notably in the field of customer complaint management. (Please note that in the next version of this standard the concept of continuous improvement – the modified Deming cycle – will be introduced.)
· Difficulties standardizing the technical language: despite training courses for the caretakers in the technical terms relating to complaints, numerous variances have been observed when the complaint is entered on IKOS.
Thus, the maintenance personnel are sometimes obliged to telephone or visit in order to understand the nature of the complaint, which represents a significant loss of time when the people that could give them the necessary information are unavailable.
According to the manager of the technical department, it is important to improve feedback because the resolution of the problem can only be efficient and rapid if the diagnosis of the situation is precise.
Tenants and caretakers must therefore carry out a more reliable diagnosis.
· The repetition of complaints is sometimes a problem: in the case where a person makes a complaint to a caretaker, then a short while after to an administrative worker (especially if the work has not yet been started for example). Thus an order for the work may be raised twice for the same problem, sometimes with two different suppliers.
To avoid this problem, the person taking into account the complaint must ensure that this is the first time this complaint has been made to Moulins Habitat.
· The lack of information causes avoidable complaints or information requests: in the absence of information at home, tenants contact Moulins Habitat for simple advice on the nature of their complaint (rental or not) or on the evolution of a complaint that has already been made.
To give them the possibility of receiving this information at home and in a permanent way can avoid a number of these situations occurring.
Moulins Habitat expects to provide the following two service parts in the field of EWork and EAccess:
A. Complaints Management
| Resolved problems or weak points
| |
Coherence with the IKOS language
|  | The system must imperatively be coherent with the current software used - IKOS. The change of language will be carried out between the dispatch by the caretaker and reception by the maintenance personnel.
|
No re-entering of information by the caretaker
| | When the caretaker receives the complaint from the tenant, via the computer system, it is necessary that this information can be « passed on » to the maintenance personnel without having to re-enter data.
|
Structure in diagram and arborescence form
| Standardisation of the technical language, precision of the diagnosis, facility of access
| The arborescence structure is used by a large number of call centres specialised in handling complaints. By associating diagrams, this technique allows all people to understand rapidly and intuitively the problem raised, even at a distance.
It avoids the necessity for the person complaining to search for the appropriate terms as they appear on the screen of the operator according to a description going from less to more precise.
The diagnosis is therefore more reliable and rapid as the risk of language error is reduced and the entering of information facilitated by the « click » mouse system.
|
Presence of advice for each type of complaint
| Immediate elimination of avoidable complaints
| Technique equally used by the call centres, advice appears opposite each potential problem allowing the operators to inform the people about the basic recommendations to respect and advice on repairs.
This sometimes avoids the need to order work, as the advice is sufficient for the person to resolve the problem himself.
|
A colour code to indicate the nature of the repairs (rental or not)
| Avoiding time wasted on this type of information
| Setting up by the OPAC of Oise of diagrams destined for its tenants representing the different elements of their apartments. They show in colour what are rental and non-rental repairs, or maintenance contracts.
This technique has the advantage that it efficiently informs the tenant avoiding a list of all of the possible cases that does not encourage people to use this means of information rather than call directly the caretaker or the agency.
|
| Inciting the tenants to use the new system
| In order to make sure that the tenants want to profit from these new advantages, it is necessary to ensure that they can access the interface as easily as possible. Thus a link must be direct and clearly identified immediately upon entering the Internet site of Moulins Habitat
|
Contents are modifiable by the personnel of Moulins Habitat
| Rapid on-lining of information, independence in relation to the service provider
| The personnel of Moulins Habitat should be able to add or modify the contents of the site at any moment as they are likely to change.
|
|