While digital inclusion is improving in Australia overall, people on low incomes, with low education or who are unemployed are less digitally included. The gap is substantial - people on low incomes scored 41.3 on the Australian Digital Inclusion Index (ADII) compared to people on high incomes who scored 72.1*.
The Housing Connect Program from Department of Communities and Justice is passionate about removing the traditional barriers of digital inclusion for NSW Social Housing clients with a range of user-centred online services. We want to empower clients to manage their information digitally and we want to provide clients with choice and flexibility in how they interact with us.
The ease and simplicity of the online services puts digital technology in the hands of those with limited digital literacy.
Over the last five years, Housing Connect has delivered multiple, purpose built and co-designed digital initiatives aimed at empowering clients to manage their information 24/7 at a time and place suitable for them. The program was not afraid to involve our clients and staff on this journey of digital transformation. All products have been designed around user-centred approaches including real world observations of end users, application of behavioural insights and co-design based on user feedback.
The vision of the Housing Connect Program was always to streamline, modernise and simplify many of the complex processes and forms used in our business. For clients we have introduced online services that are available anytime, anywhere such as: online forms, eLetters, ePay, eRepair, MyHousing mobile phone app and a web based self-service portal, all aimed at building client confidence with digital technology. For staff, the introduction of iPads with the fieldwork app IVY (I Visit You) has provided staff with a 50% reduction in the administration tasks associated with visiting tenants. IVY has recorded a 100% adoption by staff with zero down time, technical issues or complaints from clients. This has allowed staff to increase field visits, develop stronger relationships with our clients and assist them use the digital services. IVY technology has enhanced the customer service delivery experience, not detracted from it.
Enabling accessibility
The Australian Digital Index also shows us that clients in regional areas experience less digital inclusion than city clients, and we know affordability continues to be a key factor in preventing clients accessing digital services.* Creating accessible opportunities for our clients and service partners has also been a key focus of the Housing Connect Program. Since 2016 we have been rolling out free Wi-Fi in our offices and are installing free self-service PC's and printers. We have delivered a personalised mobile phone app for our clients to access their basic tenancy and application information at any location, 24/7. Within the first month of the mobile app being launched it has been downloaded by over 12,000 people, confirming that choice and ease of accessibility are important to our clients.
Digital doesn't have to mean difficult
MyHousing Online Services has been co-designed by our staff and our clients. The products are intuitive, showing users only information relevant to their individual circumstances. The language and style of the products has been changed to reflect simple English and use of iconography and colours. There is a consistency in design for many of our digital products aimed at building client confidence as they start to use multiple forms. Uptake of the online application form has by far been our most successful digital form. Over 80% of all applications are now received online and the statistic is growing.
Globally, digital services are accelerating at considerable pace and DCJ Housing needs to ensure our business moves in sync with that. It is anticipated that in the future, the majority of opportunities made available for vulnerable clients may be accessed via digital services, opportunities that directly affect their safety and wellbeing such as: job applications, rental applications, loans and banking as well as educational opportunities.
Digital inclusion is the future
DCJ Housing will continue to ensure clients are taken on the digital transformation journey by building their confidence with MyHousing online services, enabling our staff to interact more with our clients by digitalising administrative burdens, and by giving our clients more choice in how they interact with us.
Ensuring our clients have adequate levels of accessibility and opportunities for digital inclusion has been a driving factor in the Housing Connect Program. And we're not finished yet.