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Hackney Council in £1.9m IT overhaul
Better contact with tenants

By Julian Goldsmith

Published: Friday 15 August 2008

Hackney Council is set to overhaul the entire IT operation supporting its housing department in a £1.9m deal with local government software specialist Civica.

The council's management organisation, Hackney Homes, is set to take delivery of a new call centre, workflow systems and mobile working technology in September to support the running of the authority's 23,000 tenant properties.

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The contact centre will allow agents to identify callers and call down residents' data from a central source.

Online services allow citizens to put in maintenance requests and enquire about rent balances. Workflow software will be used to monitor staff performance.

The system will also track residents who have had anti-social behaviour complaints made against them and will be shared by the council's anti-social behaviour division.

Hackney homes head of ICT services Trish Haill said in a statement: "Rather than update existing systems we wanted to start afresh, implementing the latest technology to deliver a cutting-edge service to tenants and an improved working environment for the Hackey Homes team."