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Notting Hill Housing Group

Improving user confidence during an office move project

Background

• The housing association needed a partner to help them during their Head Office relocation
• The organisation would move to a new site for a period of five years, while the previous site underwent a large-scale redevelopment
• The partner had to provide project management and project support services
• Technical support was to make sure not to compromise the ‘love where you work\' company ethos, to make the move ‘painless\' for users and to create added value from the inconvenience of the move

Plan-Net\'s intervention

• After mapping and auditing the environment, Plan-Net provided a highly mobile and visible support operation for deployment, making sure NHHG staff were well serviced at all times
• The strategy not only removed the pain from the move, but also worked as a springboard towards improving the perception of IT within the business even further
• Plan-Net provided skilled, presentable and personable analysts, involving the client fully in the selection process
• To avoid confusion and enhance visibility, the team wore different coloured t-shirts that clearly showed their role, so that users knew who to ask for help
• Plan-Net staff had a proactive, and not only reactive approach and went to help users who looked puzzled without them having to ask

Results

• The efficient and easily available assistance and the clean-up checks made the move and the following weeks painless for users
• The system also stopped a lot of IT calls before they were made, reducing pressure on NHHG\'s internal IT personnel and improving perception even further with the users
• Staff consultation throughout the move process helped to create a sense of ownership and involvement from everybody 
• The move came across as a positive event rather than an inconvenience, enhancing the reputation of the IT department

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