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Leicester City Council has deployed an innovative solution from Field Service Management specialist, Totalmobile, to help ensure the safety of its employees and residents, while maintaining a high standard of service during the COVID-19 pandemic.

Remote Assistance from Totalmobile provides the Council with a cloud-based video diagnostic solution that enables potential jobs to be remotely triaged and prioritised, without sending an operative to resident’s homes. This enables the Council to reduce unnecessary jobs, minimise face-to-face contact and better prioritise emergency visits.

Configured and deployed in just four days, the solution is being used within Leicester City Council’s Housing Repairs and Maintenance department, to enhance support being delivered to tenants. By using the solution, the Council expect to prevent unnecessary inspections and improve their first-time fix rate by 10%. It’s anticipated this will remove as many as 9,000 unnecessary visits a year, providing tenants with a timelier service.

With the current COVID-19 pandemic, the Council has been faced with the challenge of maintaining a high level of service, while also implementing new processes that help ensure the safety of staff and the public.

The introduction of the innovative Remote Assistance solution from Totalmobile will help transform service delivery to tackle current challenges and deliver increased efficiencies, productivity and service benefits now and in the future.

Remote Assistance is the latest addition to the range of Totalmobile products used by Leicester City Council, who’s Housing department also benefit from Totalmobile’s remote working solution, Mobilise and dynamic scheduling solution, Optimise.

Kevin Wheeler, Programme Manager at Leicester City Council, said: “In light of the current challenges presented by COVID-19, it was essential that we invested in technology that enabled our teams to continue to operate to the highest standard, while placing their safety and that of tenants, at the heart of any process.

“With the help of Totalmobile we’ve been able to rapidly deploy the Remote Assistance solution, to provide a support service via a shared video stream with the tenant. This allows us to work with the resident to assess the requirement and help them safely conduct simple tasks such as boiler re-sets themselves.

“This means we can better triage jobs prioritise emergency work and reduce risk for both residents and our maintenance teams.”

Brigitte Frain, Customer Success Director, Totalmobile highlighted, “Local authorities like Leicester City Council continue to deliver vital public services during this time and need to balance health and safety factors with continuity and efficiency.

“At Totalmobile we’re proud to provide a range of innovative solutions that enable organisations to deliver great services, while also protecting their staff and the public.

“Leicester City Council have been a long-standing customer of Totalmobile’s and we are delighted to assist them in their ongoing digital journey and response against COVID-19.”

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