Total transformation

The Connect solution will enable the council to continue to digitalise existing processes and provide customers with the ability to book repairs appointments easier and faster, while ensuring maintenance workers are better informed to complete jobs more effectively and efficiently.

Sheffield, which has been on a journey to transform service delivery, is looking to continue to digitalise processes and minimise the amount of time staff need to spend logging and planning maintenance requests from residents. With over 200,000 repairs a year, Sheffield will be utilising Totalmobile’s state of the art repairs and dynamic scheduling solution to maximise operational efficiencies whilst reducing vehicle travel time and CO₂ emissions.

Totalmobile’s Connect solution – to be fully deployed by September 2021 – contains a range of capabilities that will enable residents to request repairs during a convenient slot for them. These jobs can be automatically assigned to workers who have the correct skills, materials and resources to hand. The mobile capability of the solution also provides each worker with contextual job information to consider beforehand, while operational dashboards enable management to monitor ongoing work and ensure that residents are receiving the highest quality of service.

Sheffield City Council is also looking to implement the video diagnostic feature of the Connect solution to better understand the repair and what needs to be done before staff even set out. The business intelligence and diagnostic scripts also help to alleviate some of the pressure on contact centres, as Totalmobile’s solution provides diagnostic scripts that use a bank of data to suggest a course of action. 

“We’re very excited to get Totalmobile’s Connect solution rolled out to our 600-strong team, as this will transform the way we provide repairs services to our residents,” said Mark Betts, Transport & FM Senior Service Improvement Manager at Sheffield City Council. “The dashboards and the dynamic scheduling were the two biggest requirements for us. The dashboards will provide visibility of the situation of work, ensuring that we have the intelligence to react to potential issues before they impact upon planned services. In addition to this, utilising the dynamic scheduling capability will help us improve the customer journey, enhancing the efficiency of our staff and empowering residents to select the time that best suits them for any required repairs.”

“Our Connect application will help to support massive changes within the housing repairs department,” said Charles Knight, Managing Director for Public Services at Totalmobile. “The team needed a solution that can increase the efficiency and speed of logging repairs jobs, and ensure that the right person with the right skills and materials attends the site as and when the resident needs them to. With our job management system in place, the council will be able to provide a better customer experience to make for happier residents.”