Challenges
SHP faced multiple issues:
- Outsourced IT: The costs were substantial, support for internal users was inadequate, and issue resolution times were long.
- Data transparency: Information was dispersed across various systems, hindering data access and sharing.
- Manual Processes: Many tasks were conducted manually, causing inefficiencies and errors.
- Limited Collaboration: Teams had difficulty collaborating due to different systems and a lack of a unified platform.
- Finance system: The legacy system was not meeting the needs of the business.
Solution
PCR Connected recommended an integrated solution using Microsoft’s cloud-based services:
- Internal IT Team: Supported the setup of internal IT team by establishing a cloud-based infrastructure using Microsoft Azure. Provided training to IT team on new systems to ensure proper management and administration.
- Office 365: Carried out Office 365 migration from external IT company including user personal drives and outlook emails.
- SharePoint: Created a central repository with the relevant security for document management, facilitating easy information access and sharing across the organisation.
- Dynamics CRM: Developed various processes, including IT ticketing, device allocation, housing tenancies, rent management (arrears, bad debt), finance (expense claims, OCR invoices), Approvals and HR (appraisals, onboarding, offboarding).
- Microsoft Business Central: Implemented new finance system including migration of the financial data from the legacy system, automating accounting processes, training users and offering real-time financial insights.
Implementation Process:
- Assessment and Planning: PCR Connected evaluated SHP’s existing systems and workflows and created a detailed implementation plan to minimise operational disruption.
- Data Migration: Ensured accurate and complete migration of data from legacy systems to new platforms using standard templates and where required, built custom templates.
- Customization and Configuration: Tailored the solutions to meet SHP’s specific requirements based on the outcome of process workshops.
- Performance Reporting: Developed a central data repository within Dynamics CRM, enabling SHP to produce PowerBI management dashboards for key processes integrated with Dynamics CRM and Teams.
- Training and Support: Conducted thorough training sessions for SHP IT staff which cascaded the knowledge to end users and provided ongoing support to address any issues and enhance tool usage.
Benefits:
- Enhanced Collaboration: Office 365 and SharePoint enabled smooth collaboration among teams, improving communication and productivity.
- Streamlined Processes: Automated manual tasks through Dynamics CRM and Business Central, reducing manual processes, data errors and boosting efficiency.
- Improved Data Access: Centralised data storage in Dynamics CRM facilitated better data quality and decision-making for management team by providing easy access and visualisation to information.
- SharePoint: Enhanced document management by ensuring secure storage, easy access, and organised retrieval of files. Improved collaboration across the organisation with real-time co-authoring and improved communication. Additionally, enabled version control, audit trails and compliance with data security regulations, ensuring both efficiency and accountability in document handling.
- Financial Transparency: Microsoft Business Central transformed SHP’s operational efficiency by integrating finance and operations into a single, cohesive system, SHP streamlined their processes, resulting in more effective management of suppliers, contracts and improved service delivery.
Conclusion:
The collaboration between Single Homeless Project and PCR Connected successfully revolutionised SHP’s operations. By utilising Microsoft’s integrated solutions, SHP enhanced service delivery, improved collaboration, and achieved greater operational efficiency. This digital transformation has empowered SHP to support individuals in crisis more effectively and advance their mission of ending homelessness in London.
