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Masternaut helps KHT improve responsive repairs service levels by 15 per cent

Knowsley Housing
12 December, 2007

In just 6 months, Knowsley Housing Trust (KHT) is making significant operational gains and savings by using over-the-Internet vehicle tracking from Masternaut. Following a trial of the groundbreaking web-based satellite tracking service using 40 service vehicles, KHT has now rolled out Masternaut across its entire fleet of 150 vans. KHT has attained a 15 per cent improvement in its responsive repair completion times and a 5 per cent reduction in 'no access rates'.

By using Masternaut, KHT has immediate access to accurate real-time information and activity reports that help underpin the management of its service and craft engineers. This is enabling the Trust to improve the deployment of its service staff in particular with relation to responsive repairs.

Paul Worthington, Assistant Director of Maintenance, KHT, says: "We have seen a significant improvement in our average responsive repair completion times already. We expect that this will further decrease as we use the Masternaut service."

KHT is keen to realise 'opportunity cost' due to engineers not being able to gain access to homes to perform maintenance and repair jobs.

Paul Worthington says: "Now we have totally transparent information about all our vehicles; we can see exactly where each vehicle and engineer is at any time simply by logging onto the Masternaut website. I can even use my own PDA to do this when I am away from the office.

"This real-time management information enables KHT to prove whether or not an engineer called at the customer's home. It also shows when he left. This helps to resolve a lot of customer relationship issues as we now have real-time proof of the location of our engineers at any time. Due to this we have already seen a 5 per cent drop in our no access rate, which cuts our costs and shows our customers that our service levels are improving."

KHT gains other important benefits from its Masternaut implementation. The Trust is able to share information with internal customers simply by inviting them to log onto Masternaut. This allows them to see exactly where KHT service staff are and this is proving useful when investigating issues such as bogus engineers calling on elderly customers.

Masternaut also provides round-the-clock lone-worker security for KHT's 24-hour maintenance services. This further helps the Trust with its risk management strategy. Additional security benefits include protecting vehicles against theft and locating them if they are stolen due to the Thatcham Category 5 security standard that is inherent to Masternaut.

"We had a vehicle taken quite recently, but we recovered it within minutes. We were able to direct the police to the precise location using Masternaut. This reduces the inconvenience to us from having a vehicle out of use due to theft," says the fleet manager Carl Woods.

KHT maintains 14,000 homes and also provides services to nearly 3000 others owned by other housing associations in north west England.


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