Our client, a housing association looking after tens of thousands of homes nationwide, needed to improve the performance of their in-house Repairs and Maintenance function. In a number of areas such as fixed first time, customer satisfaction, and overdue repairs jobs, they wanted to transform and improve their operational KPIs.
Gate One took a very data driven and analytics-based approach to gathering insights and pin-pointing the root causes of the performance issues. Along with modelling the type of analysis and data the housing association needed to visualise, the Gate One team helped to shift the culture from management by anecdote (assumptions, stories, personal narratives) to a management by insight from data.
‘Follow the data’ became a shared team mantra, and our team rolled up their sleeves and really showed, not told, our client what data to follow, how to use the data to draw insights, and how to develop transformation roadmaps and insight-based action plans to move the dials on performance.
As well as the culture shift in our client team to be more data driven in their decision making, we helped improved performance metrics such as:
- improved operative productivity by 25%
- released 10% capacity in operative diaries by improving planning variances
- improved fixed first time from 84% to 92%.