Shepherds Bush Housing Group (SBHG), an award winning West London housing provider, completed a procurement exercise and selected Civica’s Cx product. Management wanted to ensure that the organisation was prepared to deliver the project, among other project commitments and operational business priorities.


We were approached by SBHG to provide a pre- implementation review, aimed to support the organisation to reach a state of readiness prior to starting their Cx implementation project with Civica.


During our review, we:

  • Worked with the project team to clarify and document the specific goals of the project and specified how the design of the systems would support the achievement of these goals;
  • Consulted the wider business, to ensure that the project goals reflected and contributed to the achievement of departmental and management team ambitions. This helped align the goals of the systems implementation project to the organisation’s strategic and operational objectives to mitigate the risk of conflict as the project progressed;
  • Worked with the project team to identify and scope possible business process improvements, documenting how these would be achieved using as-is vs to-be process analysis;
  • Engaged end users, to ensure that we were providing them with the right tools to make their jobs easier, faster, and to have a measurable impact on customer outcomes.

In taking this approach, we were able to provide recommendations and input relating to:

  • Staff and operational requirements;
  • The significance of additional projects planned and their impact on the systems implementation;
  • Interfacing, integrations and reducing the complexity of the suite of applications and systems being used by the organsiation;
  • Housing, Repairs and Asset systems requirements;
  • Customer services, CRM and communications requirements;
  • Mobile solutions; and
  • Customer portals.


As a result of this project, SBHG were able to present a set of clear ‘must do’ recommendations to their Management Team, with details on how to implement these recommendations and manage the project successfully moving forward.

It also helped them maximise the value from their project kick-off sessions with Civica, achieving a much clearer solution design document and method statement for delivering the project.


DTL Creative have extensive knowledge and experience of the Cx housing system. They worked very closely with all levels of staff from within Shepherds Bush Housing Group to identify areas of development and focus. This has enabled us as an organisation to realise the full potential of Cx and deliver a successful project. DTL Creative prepared an in-depth report and recommendations which  resulted in us creating a realistic road map to achieve our desired customer journey with Cx, their insight into Cx and ability to engaged our staff has been outstanding.

- Martin Man, Head of Information Technology