The Brief
The client recognised the need to modernise their digital capabilities and had several areas they wanted to improve around tech and data. With siloed systems, paper-based processes, and limited self-service for tenants, The Board and Exec team needed a clear digital strategy to improve service delivery, empower colleagues, and future-proof operations. The goal was to align digital investments with organisational priorities while ensuring inclusion and value for money.
Our Approach
We began with a discovery phase, engaging tenants, colleagues, and leadership through interviews, surveys, and workshops. We assessed existing systems, digital maturity, and service pain points. Using these insights, we supported the IT Director and other stakeholders to co-create a digital vision grounded in resident experience, data-driven decision-making, and agile delivery.
The strategy was structured around four pillars:
- Customer Experience – enhancing digital self-service and accessibility.
- Colleague Experience – automating key processes and integrating core systems.
- Data and Insight – establishing a data governance framework and analytics roadmap.
- People and Culture – building digital skills and embedding change readiness.
Outcomes
The digital strategy was adopted by the Executive Team and Board and underpinned the next 3-year business plan. Early wins included launching a new tenant portal, migrating legacy systems to the cloud, and embedding a data quality improvement programme. Colleagues reported improved workflows, and early indications highlighted improved satisfaction metrics.
Client Feedback
“Incito really helped us deliver what was required. Having worked with many other consultancies, I can honestly say they are the best I’ve come across. The whole engagement was handled with integrity and professionalism”.
IT Director.