Asset Management in Public Sector - Analysis of processes for tenants, advocates & private owners to report, escalate, & manage housing maintenance issues.

A project to critically analyse the current, established pathways available to external stakeholders (tenants, advocates and private owners) for reporting, escalation, and feedback of housing maintenance and repair issues across 4 Greater Sydney regions. This was followed by the development of a consolidated and streamlined process for management of maintenance and repairs and reporting, whilst improving the efficiency, visibility and productivity of property maintenance management. Processes covered the 11 complaints channels and the specific stages within each channel, being Registration (origination of the complaint), Investigation and Resolution, Escalation and Close out and Communication.

Achievements;
• 37 business processes across these channels and stages were mapped and critiqued to identify gaps between the current process and future requirements.
• Future State (‘To Be’) processes were designed and mapped.
• High level Business Requirements to support and drive these new processes were defined and documented.
• ‘Quick Wins’ to facilitate implementation were identified and highlighted.