Case study·Social housing

Operative productivity review

From a contested jobs-per-day league table — to a context-rich productivity review

12
Repeat visit drivers identifiedDistinct root causes mapped from 8 weeks of pilot data
“It made the productivity conversation fairer because the context was visible.”
Regional Repairs Manager · UK social housing provider
UK social housing provider·12,500 homes; ~60-operative in-house repairs team across 4 areas·8-week pilot·United Kingdom
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01Pilot envelope
Pilot length8 weeks
First signal12 days
First ROI45 days
Team alongside5 seats · 3 colleagues

8-week baselining deployment; imported historical visit, job and vehicle data; no individual performance actions without manager review.

02What it owns
Reports toRegional Repairs Manager, with a dotted line to the HR Business Partner on any people-facing output.
Owns
  • Productivity baseline — jobs/day, first-time-fix and on-time arrival paired with parts, vehicle and access context for each operative cohort
  • Parts exception log — every parts-blocked job tagged with operative, supplier, age and downstream visit impact
  • Vehicle reliability summary — telematics-derived defects and downtime linked to affected operatives and visits
  • Manager weekly brief — context-rich operative summaries circulated to supervisors before any 1:1 or HR conversation
  • Source-linked evidence — every productivity statement cites the originating Totalmobile, Service Connect or telematics record
Does not do
  • Individual performance actions — supervisors and HR run every 1:1 and decision; the colleague provides context only
  • Disciplinary drafting or grievance handling — surfaces evidence; HR owns the process
  • Vehicle dispatch or fleet decisions — flags reliability issues; the fleet team owns the response
Done looks like

Supervisors enter a 1:1 with the same context-rich view the operative can see, and the conversation is about what to fix in the work — parts wait, vehicle reliability, no-access — rather than about whose number is right.

03The team
AI teammates3
ElenaReads Totalmobile, Service Connect and van telematics, reconciles jobs-per-day against parts wait, no-access and vehicle context, and produces a single productivity-with-context view by area and operative cohort.
TomasWatches the parts purchasing system, links every parts-blocked job to its operative, supplier and lost-time impact, and surfaces repeat exceptions for the supervisor and purchasing team to review together.
IrisDrafts the weekly manager brief — context-rich operative summaries that pair output numbers with parts, vehicle and access notes — and queues them for supervisor review before they reach any 1:1 or HR conversation.
Human team5
  • Regional Repairs ManagerOperations
  • 4 Repairs supervisorsOperations
  • 6 Operatives (representative cohort)Field
  • 2 Performance analystsPerformance
  • HR Business PartnerPeople
04Connected stack
TotalmobileService ConnectVan telematicsParts purchasing systemPower BIExcelMicrosoft Teams
05What it returned
12Repeat visit drivers identifiedDistinct root causes mapped from 8 weeks of pilot data
9%Average jobs/day uplift in pilot teamPilot cohort vs the eight-week baseline
23%Parts-related delays reductionParts-blocked job hours, vs the eight-week baseline
  • Day 0
    Co-ordinator sessionRegional Repairs Manager, supervisors and HR partner agree productivity rules, the role of context, and that no individual action follows from the colleague without manager review.
  • Day 12
    First signalElena completes a read-only baselining pass over historical Totalmobile, Service Connect, telematics and purchasing data; the pilot cohort profile is drawn for the first time.
  • Day 24
    Read-only context viewDaily productivity-with-context view lands in Teams; supervisors correct two job-status mappings and one no-access definition.
  • Day 32
    Parts exception log liveTomas surfaces parts-blocked jobs by supplier and operative; the purchasing team joins the weekly review on the top three exception drivers.
  • Day 38
    Manager briefs go liveIris drafts context-rich weekly briefs; supervisors review and approve before any brief is used in a 1:1.
  • Day 45
    ROI reviewSponsor signs off the three baseline metrics and approves expansion from the pilot cohort to a second area.
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