Session overview

Replacing a housing management system or introducing AI into a service may look like a technology project, but the decisions made during implementation can fundamentally change how people work and how residents experience services.

What gets configured in the technology often becomes the process.

Without a clear understanding of how the organisation operates today, housing providers risk designing technology around an incomplete picture, automating inefficient processes and creating expensive workarounds or compliance gaps.

In the second session of DIN’s Operating Models for People with Day Jobs series, Sean Keane, Co-founder and Managing Director of Service Economics, will explore what organisations should understand before replacing an IT system, automating a service or applying AI.

The session will look at where user requirements should really come from, what happens when a flawed process is automated, and why so much improvement investment tends to focus on technology while the underlying operation remains unchanged.

Key takeaways

By attending this session, participants will:

• Understand why strong user requirements depend on understanding how the organisation actually operates
• Explore what happens when AI or automation is applied to an inefficient or flawed process
• Consider how technology should reflect resident and colleague needs rather than dictate the process
• Understand why problems discovered after go-live are usually more expensive to resolve
• Explore why improvement investment so often focuses on visible technology rather than less visible operational processes
• Learn how an IT or AI project can also help build a useful description of the organisation that can be reused for future change

About the speaker

Sean Keane, Co-founder and Managing Director, Service Economics

Sean is Co-founder and Managing Director of Service Economics, which helps complex service organisations deliver more effective services at lower cost.

Its approach focuses on making Operating Models visible, shared, connected and current so organisations can better understand how proposed changes will affect services, people, systems and costs.

Who should attend?

This session will be particularly useful for anyone:

• Replacing or upgrading a housing management system
• Implementing a new IT platform
• Applying AI or automation to services
• Leading digital or technology programmes
• Working in transformation or business change
• Responsible for customer or operational service design

No prior knowledge of Operating Models is needed.

About the series

This is the second of three DIN webinars delivered in partnership with Service Economics.

Each session can be attended independently and uses a different housing change project to demonstrate how understanding your Operating Model can improve project delivery and reduce repeated work.

Book session 3 here

Joining information

Your joining link will be sent via Eventbrite 7 days before the session, and you will also receive a reminder from events@dinetwork.co.uk approximately 2 hours before the session.

Sessions are recorded where possible; however, slides and presentation materials are not guaranteed to be shared afterwards.

If you have any questions about the event or your booking, please contact events@dinetwork.co.uk.