WM Housing Group
HOUSING | CASE STUDY
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
Delivering our Four-Cornered Methodology
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 ageing 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.
WM Housing’s key challenges
- Ageing infrastructure
- Over-reliance outsourced services
- Lack of internal resources to insource
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.
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 Migrati - VMWare Vsphere Deployment
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.
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.