WM Housing Group

HOUSING  |  CASE STUDY

 
 
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With more than 30,000 homes across the West Midlands, WM Housing Group is one of the region’s largest not-for-profit social housing organisations.

Known for creating places where people are proud to live and work, the organisation has experienced exponential growth following a series of mergers with smaller housing associations. With ambitious plans for digital transformation, WM Housing Group selected LIMA to be its IT solutions and services partner in 2013 to help achieve this goal.

 

LIMA + WM Housing Group = Digital transformation

 

Results at a glance

Strengthened in-house team to limit outsourcing.

Infrastructure projects consolidated for increased efficiency.

Transition to fully scalable and resilient infrastructure.

Development of mobile and digital services for both tenants and staff.

Digital solutions reducing contact centre requirements, leading to consolidation of seven offices to two.

Significant improvements in uptime to 99%.

43% of service desk calls resolved on first contact.

Customer satisfaction rating increasing from 34% to 92% in the last four years.

 

WHAT WM HOUSING SAID

LIMA has been alongside us throughout our journey to digital excellence. We have a great working relationship with the team and they have been a trusted partner of WM Housing Group from day one. I’ve always felt truly valued by LIMA, and have been impressed with the personal, family approach from the whole team.

Terry Maloney, Head of ICT Service Delivery, WM Housing Group.
 

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Delivering our Four-Cornered™ Methodology

 

LEARN

Discovering aspirations and challenges.

Selected to help the housing provider achieve digital transformation, LIMA worked closely with the Group’s Head of ICT, Terry Maloney, to identify the key challenges it faced.   

It was immediately clear that their aging infrastructure was standing in the way of supporting digital capabilities and future growth.

In addition, the organisation was outsourcing IT services such as helpdesk and end-user support. In order to work more efficiently and streamline projects relating to digital transformation, WM Housing needed to bring these services in-house, but lacked the resources to do so.  

 
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WM Housing’s key challenges

Aging infrastructure.

Over-reliance outsourced services.

Lack of internal resources to insource.

 

IMPLEMENT

Long-term solutions for digital transformation.

LIMA worked with WM Housing to develop a roadmap to digital excellence that outlined all of the key short- and long-term projects to be undertaken over a five-year period.  

This roadmap meant that all of the projects associated with digital transformation could be mapped and consolidated into one spend, maximising the organisation’s overall investment.

When it came to solutions, LIMA designed and implemented an improved infrastructure that provided resilience and scalability, which had an immediate impact on uptime. Since then, our team has been involved in all of WM Housing Group’s infrastructure projects, including the company’s recent head office move to a new location, where we ensured a smooth transition and minimal downtime.

The virtualisation set-up LIMA created allowed the organisation’s staff to access applications remotely via tablets and mobile devices, with mobile-enabled working one of the key aspects of the Group’s digital transformation.

 

What we achieved

Five-year project roadmap to deliver digital transformation.

New infrastructure designed and implemented to support digital requirements and future growth.

Out-of-hours infrastructure work to minimise downtime.

Creation of virtualisation set-up to allow staff to access applications remotely via tablets and mobile devices.

Tech spec

FlexPod platform utilising NetApp Storage and Cisco Data Center Networking and Compute.

DR with less than 1 Hr RPO and 48 Hrs RTO.

Citrix XenDesktop, XenApp and Netscaler MDM.

SQL Availability.

Fully load balanced exchange utilising database availability groups

Domain Migration.

VMWare Vsphere Deployment.

 

MANAGE

Equipping WM Housing Group with the tools to grow.

With the journey to digital transformation mapped out from an infrastructure perspective, it was time for the Group to take back control of its outsourced IT services.

With the knowledge that it was only through insourcing that the organisation would have complete control over its IT projects going forward, LIMA helped the team select and interview candidates to build a robust internal team that would enable this.

From here, LIMA was able to provide services that would complement WM Housing’s bolstered IT team, including 3rd/4th Line Support, PULSE Performance Monitoring Service, Change Management and Release Management.

 

ASSESS

In it for the long-run with WM Housing Group.

Alongside providing ProActive Managed services, LIMA’s in-depth understanding of the organisation and its sector means we can offer the ongoing guidance and support the business and ICT team needs to establish WM Housing Group as one of the UK’s leading and most innovative social housing associations.

 
 
 

“WM Housing Group is a fantastic example of an organisation that recognises the importance of technology and how it can drive business change and efficiency. We’ve been able to help successfully move the organisation forward by leveraging IT solutions which drive business outcomes while providing assistance in the recruitment of an in-house IT team equipped to keep pushing the business forward.

– Account Director, LIMA

 

 

With technology we can help your business achieve more.

We’re here to talk technology on 0345 345 1110 or email us at enquiries@lima.co.uk.