MCP provide integrated repairs and maintenance, gas/electrical compliance servicing and installation, aids and adaptations, and cyclical works to the social housing sector. They have over 100 engineers and complete, in excess of, 30,000 work orders every year. MCP secured a new contract delivering responsive and capital works worth circa £35 million. Previously, MCP predominantly delivered their service through manual processes but this meant they had little visibility of operational efficiency and were unable to provide automated in-depth reporting to clients. With the arrival of a substantial new client, they acknowledged that now was the time to improve their service delivery.
For MCP to deliver the service they desired, they had a number of requirements of their field service management software:
The system needed to handle complex business processes including void turnaround, residential adaptations, gas servicing, installation and certification.
With a large workforce it was important for everyone working on site to have access to all the necessary information and likewise, for the office staff to have real-time visibility of job progress.
Resources and appointments needed to be allocated in the most efficient manner possible, but at the same time, MCP were keen to manipulate schedules themselves via manual overrides as and when they needed to.
Disparate and unconnected processes needed to be configured into smooth, auditable workflows to achieve ongoing consistency.
Collaboration with subcontractors and new partners was vital but their supply chain was likely to expand as the company grew, so a flexible licence model was essential to enable new portals to be added to the licence model as and when they needed them.
“As a sub-contractor for their client, synchronicity was a key requirement for MCP. To reach optimum efficiency, we configured a portal for their client and integrated this with their housing management system. This joined up approach means the entire chain works effortlessly, and both parties have complete visibility of the entire job process.”
Aaron Bilenkyj, Senior Technical Analyst - Oneserve
Since implementing Oneserve into their operations, MCP has successfully grown their business with the satisfaction of residents and clients at the forefront of everything they do.
One aspect that has been particularly influential in achieving this is the client portal. By giving their clients real-time access to information about their service delivery, the transparency and immediacy has fostered trust and enduring partnerships.
But the portal goes beyond heightened visibility, it also integrates with existing systems, such as Northgate, a housing management system. This integration enables MCP’s clients to raise jobs in their system, whilst automatically synchronising with Oneserve.
In addition to improved client relations, Oneserve has helped MCP to achieve:
- Significant improvement in the number of jobs completed per day.
- Reduction in engineers’ travel time through intelligent and responsive scheduling.
- Greater consistency of service delivery by controlling processes more effectively.
- The identification of precise areas for continuous improvement on both client and contractor side.
- The removal of manual ad-hoc reporting processes.
93% first time fix rate
88% of first appointments kept
100% compliance on gas and electrical testing